3 days ago
Remote, India +2 moreSenior
Responsibilities
- Design and develop Genesys Cloud Architect flows, Dialog Engine Bot Flows, and Knowledge Workbench assets for internal HR use cases.
- Build and support Data Actions, Workflows, and ServiceNow and HR system integrations.
- Implement conversational bots, topic and sentiment analytics, predictive routing, and summarization capabilities.
- Contribute to CI/CD pipelines and safe, repeatable deployments for flows, bots, and integrations.
- Write reusable production code or scripts for automation, integrations, and monitoring.
- Collaborate with product, engineering, HR, and People Operations stakeholders on requirements, backlog refinement, estimation, and sprint planning.
- Participate in peer reviews, testing, release validation, monitoring, documentation, and performance improvement.
Requirements
- At least 4 years of experience designing and implementing CCaaS or contact center automation solutions.
- Understanding of AI-driven contact center capabilities, including natural language understanding and predictive routing.
- Proficiency with ServiceNow or an equivalent workflow automation platform.
- Familiarity with CI/CD pipelines and Git-based source control.
- Experience developing integrations using REST APIs, JSON, and OAuth authentication.
- Ability to code in Python, Node.js, or TypeScript.
- Strong analytical, debugging, communication, and teamwork skills across distributed and non-technical stakeholder groups.
- Bachelor’s degree in computer science, engineering, or a related discipline.
- Experience integrating ServiceNow and Genesys Cloud, supporting HR or employee services, or working with DevOps practices and sprint-based delivery is desirable.
Benefits
- Remote/flexible-first working culture.
- 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.
- Interview process generally includes no more than five interviews.
Tech Stack
Categories
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.