Responsibilities
• Design, Configure, Develop, and Support Conversational IVR’s, & Chatbots leveraging Genesys Cloud Architect tool and Amazon Lex & Lambda.
• Lead implementation of API / Web Service integrations to back-end systems (REST, Json, and SQL database)
• Using agile methodologies, partner with product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.
• Lead implementation of Inbound & Outbound solutions, QM recording, WFM, Omni-Channel, Analytics, Customer Journeys, and Reporting
• Support and maintain existing Avaya Telephony and Contact Center solutions, and demonstrate complex problem-solving skills
Qualifications
• 5+ years’ of hands-on experience in coding/development in Contact Center platform (Routing/Reporting Call flows, IVR, Conversational AI, Chatbots, Call Recording, WFM etc)
• 2+ years of experience in Cloud enablement of Contact Center Solutions, especially in migrating from On-prem to CCaaS Cloud solution.
• Experience in AWS Lex & Lambda for development of ChatBot/VoiceBot
• 4+ years of IVR Applications and Advanced Speech Recognition engines (ASRs), and hands on development and deployment experience
• 4+ years of writing code in common programming languages such as NodeJS, Java, .Net, Python
• Experience using CICD tools such as BitBucket, Jenkins, AWS Code Pipeline etc
• Experience integrating with CRM apps including SalesForce and ServiceNow is a plus
• Experience with Genesys-Pure-Cloud or Genesys Engage, hands on implementation, Configuration, deployments to production and support is a plus.
• Integrations with CRM Systems
• Agile knowledge with SAFe or NWOW framework is preferred
Kindly share your updated resume at sam.shaw@excellentprogroup.com. Feel free to reach out to the same email for any further inquiries.