Genesys Cloud Developer

The Digital Voice team is seeking a senior, hands-on Genesys Cloud CX Engineer/Developer to design, build, deploy, and support customer-facing voice automation and call-routing solutions. The ideal candidate will have strong experience with Genesys Architect, Voice Bots, NLU bots, Genesys Virtual Agent (AVA), CE43 routing, analytics, monitoring, alerting, and enterprise integrations. This is a hybrid position based in Charlotte, NC, with an expectation of working in the office three days per week., Bot and Architect Development

• Design, develop, test, and maintain Genesys Cloud Voice Bots, NLU bots, and AVA solutions using intents, utterances, entities, slots, prompts, tasks, and reusable modules.
• Build production-grade Architect flows with authentication, self-service, routing, callback, transfer, retry, no-input/no-match, exception handling, and agent-escalation logic.
• Tune NLU models and conversational journeys using recognition, containment, abandonment, transfer, and unrecognized-utterance data.
• Apply consistent standards for flow design, naming, versioning, documentation, testing, promotion, and production validation.

Call Routing and CE43

• Design, configure, and troubleshoot queues, skills, schedules, emergency groups, transfer paths, and advanced routing strategies.
• Develop and support Genesys call routing, including the CE43 flow, its dependencies, and associated operational procedures.
• Assess the effect of routing changes on customer experience, agent operations, reporting, support, and downstream systems.

Analytics, Monitoring and Alerting

• Configure and support Genesys Cloud Analytics and Reporting, including dashboards, performance views, historical analysis, scheduled reporting, and operational KPIs.
• Implement and support A3S real-time and historical analytics/reporting capabilities.
• Establish actionable monitoring and alerts for IVR or bot failures, routing issues, abnormal transfers, queue thresholds, containment degradation, and other critical conditions.
• Define thresholds, notification channels, ownership, escalation paths, runbooks, and validation procedures.
• Integrate Genesys telemetry or events with Splunk, Dynatrace, AWS EventBridge, CloudWatch, or similar enterprise observability tools where applicable.
• Integrations and Data Actions
• Create secure integrations using Genesys Cloud Data Actions, REST APIs, JSON, web services, AWS, CRM, and enterprise backend systems.
• Apply appropriate authentication, timeout, retry, logging, privacy, error-handling, and failover controls.

Production Support and Collaboration

• Troubleshoot incidents across telephony, Architect, bots, routing, integrations, reporting, permissions, and network dependencies; participate in on-call support as required.
• Lead or contribute to root-cause analysis, corrective actions, lessons learned, change management, CAB, disaster recovery, business continuity, and compliance activities.
• Partner with business, operations, architecture, application, infrastructure, cybersecurity, analytics, and vendor teams.
• Maintain solution designs, flow diagrams, test evidence, support documentation, monitoring guides, runbooks, and knowledge articles.

• Bachelor’s degree in a related field or equivalent practical experience, with five or more years in contact center technology and at least three years of hands-on Genesys Cloud CX development.
• Deep experience with Genesys Architect and production Voice Bot, NLU bot, and Genesys Virtual Agent (AVA) design and development.
• Hands-on expertise with Genesys call routing, including the CE43 flow, queues, skills, schedules, and transfer strategies.
• Experience configuring Genesys Cloud Analytics and Reporting, A3S real-time and historical capabilities, monitoring, alerts, dashboards, and operational KPIs.
• Experience with Data Actions, REST APIs, JSON, authentication, and secure enterprise integrations.
• Strong troubleshooting, documentation, communication, and ownership skills, including production support and cross-functional collaboration.
• Ability to work a hybrid schedule in Charlotte, NC, with three days per week in the office.

Preferred Qualifications:

• Genesys Cloud CX certification relevant to Architect, development, or administration.
• Experience with AWS services, Splunk, Dynatrace, CI/CD, source control, automated testing, and DevOps practices.
• Experience supporting PCI-regulated, security-sensitive, highly available, or large-enterprise contact center environments.
• Experience in utilities, energy, telecommunications, financial services, healthcare, or another regulated industry.

Core Technical Skills:

• Area

Expected Experience:

• Genesys Cloud CX
• Architect, Voice flows, bot flows, queues, skills, schedules, routing
• Conversational AI
• Voice Bots, NLU, AVA, intents, entities, slots, dialog design, tuning
• Analytics
• Genesys Analytics and Reporting, A3S real-time and historical, alerts, dashboards
• Integrations
• Data Actions, REST APIs, JSON, AWS, CRM and backend systems

Ideal Candidate

• A hands-on Genesys Cloud professional who can translate business requirements into scalable designs, build and test solutions, establish meaningful monitoring and reporting, and support them in production.
• The candidate should be comfortable leading technical discussions while remaining personally accountable for delivery and operational quality.

Pay: $69.00 - $79.00/hr; W2 contract, no PTO, no Benefits. ACA-compliant supplemental package available for enrollment. Candidates must be legally authorized to work in the United States and must be able to sit on Primary Talent Partners W2 without sponsorship.