1 day ago
Remote, CanadaStaff+
Base Salary
$136k - $178k/yr
Responsibilities
- Manage project initiatives of strategic importance to the organization.
- Conduct customer workshops and design digital bot flows using Genesys products and design best practices.
- Design, develop, and maintain routing applications for digital virtual agents and agentic virtual agents.
- Create development effort estimates with managers and professional services teams.
- Lead SS&AI delivery, including user-story creation and ownership for IVR, routing, and bot epics.
- Present and demonstrate proposed bot solutions and provide customer training and knowledge transfer.
- Create and execute test scripts and provide UAT and QA support using Genesys tools, logs, and reporting.
- Provide customer technical consulting on deliverables, outcomes, coding best practices, and deployments.
- Collaborate with product owners, scrum masters, technical teams, business partners, vendors, and global teams.
- Provide product feedback and assist with escalated customer issues.
Requirements
- A BS, MS, BA, or equivalent in Computer Science, Engineering, or a related field is preferred.
- 10+ years of experience with commercial digital CCaaS applications, routing, bots, development tools, and advanced speech recognition engines.
- 6+ years of experience working with digital or voice bots on platforms such as Google Dialogflow and Amazon Lex, including webhook or fulfillment development.
- Experience using generative and agentic AI tools.
- Demonstrated customer-facing consulting experience, including handling difficult customer situations and serving as a thought leader.
- Understanding of IVR application architecture, including web components, telephony, caching, prompt servers, ASR, and operational diagnostics.
- Strong analytical programming and problem-solving skills and ability to learn new technologies and product features.
- Excellent English verbal and written communication skills for business and technical audiences.
- Ability to work independently, take initiative, define product features, and consult effectively with clients, vendors, and internal teams.
- Ability to work US hours and willingness to travel.
- PHP, Java, or C# experience is a plus; additional language capabilities are also a plus.
Benefits
- Flexible-first ways of working within a global team.
- Mentorship, learning programs, leadership development, and education support.
- Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored programs for employees and families.
- Potential eligibility for commission or performance-based bonus opportunities.
- Must be available to work US hours and adjust working hours for customer and team interactions; willingness to travel is required.
Tech Stack
Categories
Solutions Engineering
About Genesys
Genesys builds cloud contact center and customer experience software used by enterprises to manage voice and digital interactions, self-service, and workforce engagement. Its Genesys Cloud platform and related tools are sold as subscription services (CCaaS) with AI for routing, automation, and analytics. The company serves more than 8,000 organizations worldwide and is headquartered in Menlo Park, California.