Genesys CCaaS Developer (Genesys Cloud CX)

We are seeking an experienced Genesys CCaaS Developer to design, develop, and support enterprise-scale contact center solutions using Genesys Cloud CX. The ideal candidate will have strong expertise in contact center technologies, omnichannel customer engagement, integrations, cloud platforms, and automation. This role requires hands-on development experience, strong analytical skills, and the ability to collaborate with cross-functional teams to deliver scalable customer experience solutions., * Design, develop, and implement omnichannel contact center solutions using Genesys Cloud CX.

• Build and optimize IVR applications, Architect flows, routing strategies, queue configurations, and self-service solutions.
• Configure and support voice, chat, email, SMS, callback, and digital engagement channels.
• Develop integrations between Genesys Cloud and enterprise applications, including CRM, workforce management, analytics, and payment platforms.
• Utilize REST APIs, webhooks, and event-driven architectures to enable seamless data exchange.
• Implement AI-driven capabilities such as intelligent routing, conversational AI, voice analytics, and predictive monitoring.
• Support CTI integrations, call recording, reporting, and analytics solutions.
• Participate in contact center modernization and migration initiatives from legacy platforms to cloud-based environments.
• Troubleshoot and resolve complex technical issues across Genesys Cloud and integrated systems.
• Collaborate with business stakeholders, architects, DevOps teams, and third-party vendors.
• Lead technical design discussions and translate business requirements into scalable technical solutions.
• Create and maintain technical documentation, including solution designs, integration specifications, workflows, and support documentation.
• Mentor junior developers and promote best practices.

Do you have experience in Workforce management?, * 4+ years of experience in contact center technologies.

• Strong hands-on experience with Genesys Cloud CX, including:
• Architect Flows
• IVR Development
• ACD Routing
• Queue Management
• Omnichannel Engagement
• Reporting & Analytics
• Strong understanding of contact center concepts, including routing strategies, workforce optimization, self-service, and customer journey design.
• Proficiency in:
• JavaScript
• Node.js
• Python
• REST APIs
• JSON
• Experience with API integrations, webhooks, and microservices-based architectures.
• Experience integrating Genesys Cloud with CRM and other enterprise applications.
• Exposure to AI/ML concepts, including NLP, predictive analytics, and conversational AI.
• Strong troubleshooting, debugging, and problem-solving skills.
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• Experience with Genesys Cloud migrations and large-scale implementations.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud Platform.
• Knowledge of event-driven architectures and microservices.
• Experience in healthcare, financial services, or other highly regulated industries.
• Genesys certifications are highly preferred.