Genesys Cloud IVR Developer with Chatbot Skills

Job highlights

• Genesys Cloud Developer Certification (or working towards it)
• 5 6 years of hands-on experience with Genesys Cloud CX (formerly PureCloud) . . Strong command of Architect tool,IVR scripting,and flow design .
• Solid experience with chatbot frameworks : Google Dialogflow,Amazon Lex,or equivalent
• Experience with Twilio,AWS Connect,or other CCaaS platforms is a plus

Key Responsibilities:

• Design, develop, and implement IVR workflows using Genesys Cloud CX Architect .
• Build and maintain voice bots and chatbots , integrating NLP and AI platforms (Google Dialogflow, Amazon Lex, Nuance, etc.).
• Collaborate with the Contact Center Ops, UX, and Product teams to design seamless customer journeys across voice and digital channels.
• Develop RESTful integrations with CRM, ticketing, knowledge bases, and third-party APIs within Genesys Cloud.
• Configure and troubleshoot call flows, queues, skills, DIDs, and digital channels (chat, email, SMS).
• Participate in CI/CD processes for deploying IVR/chatbot flows.
• Perform unit testing, UAT support, and provide post-production issue resolution.
• Monitor and optimize performance using Genesys reporting and analytics tools .

Required Skills & Experience:

• 5 6 years of hands-on experience with Genesys Cloud CX (formerly PureCloud) .
• Strong command of Architect tool , IVR scripting, and flow design .
• Solid experience with chatbot frameworks : Google Dialogflow, Amazon Lex, or equivalent.
• Experience integrating with backend systems via REST APIs .
• Proficiency in JSON, JavaScript , and Lambda functions for dynamic flows.
• Knowledge of Omnichannel routing , BOT-Handoff , and call/email/chat queueing strategies .
• Familiarity with Speech-to-Text (STT) and Text-to-Speech (TTS) configurations.
• Exposure to CI/CD tools , version control (Git) , and Agile development processes.

Preferred Qualifications:

• Genesys Cloud Developer Certification (or working towards it).
• Experience with Twilio , AWS Connect , or other CCaaS platforms is a plus.
• Understanding of customer experience (CX) KPIs and Contact Center analytics .
• Experience working in BFSI, Telecom, or Healthcare industries.

Soft Skills:

• Strong communication and collaboration skills.
• Ability to work independently and in globally distributed teams.
• Problem-solving mindset and keen attention to detail.
• Agile and adaptable in a fast-paced, client-focused environment.

What We Offer:

• Fully remote work with flexible timing.
• Opportunity to work on cutting-edge AI-powered CX platforms.
• Collaborative team environment and supportive leadership.
• Competitive salary and performance-based incentives.

","