Genesys Development Lead

Jacksonville, FL, US • Posted 22 hours ago • Updated 10 hours ago
Contract W2
On-site
USD $60.00 - 65.00 per hour
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Job Details

Skills

  • Health Care
  • Optimization
  • Natural Language Processing
  • Offshore Development
  • Management
  • Customer Experience
  • Reporting
  • IT Management
  • Collaboration
  • Technical Drafting
  • Interactive Voice Response
  • Genesys
  • Customer Relationship Management (CRM)
  • Salesforce.com
  • Microsoft Dynamics
  • Speech Recognition
  • API
  • RESTful
  • Web Services
  • Cloud Computing
  • Amazon Web Services
  • Regulatory Compliance
  • FedRAMP
  • Leadership
  • Mentorship
  • Agile
  • JIRA
  • Confluence
  • Migration
  • Microsoft
  • Artificial Intelligence
  • Systems Design
  • Appointment Scheduling
  • MEAN Stack
  • Customer Service
  • Training And Development
  • SAP BASIS

Summary

Software Guidance & Assistance, Inc., (SGA), is searching for a Genesys Development Lead for a contract assignment with one of our premier Healthcare Services clients in Jacksonville, FL. ( Hybrid schedule, 2-3 days in Jacksonville Office)

Responsibilities :
  • Drive the architecture, development, migration, and optimization of Genesys Cloud IVR solutions.
  • Lead development efforts, mentor teams, and ensure best practices in IVR call flow engineering, outbound campaigns, and CRM integrations.
  • Lead the design, development, and administration of Genesys Cloud IVR solutions.
  • Develop and optimize Genesys Cloud Outbound Call Flow Engineering for voice and SMS campaigns.
  • Integrate Genesys Cloud with CRM systems using RESTful APIs.
  • Design and implement AI-driven Voice Bots with Natural Language Processing (NLP).
  • Lead and mentor onshore and offshore development teams, ensuring best practices in Genesys Cloud administration and implementation.
  • Manage large-scale Genesys Cloud CX migrations, including security compliance and FedRAMP requirements where applicable.
  • Develop Genesys Cloud reporting solutions using Amazon EventBridge and CRM integrations.
  • Provide technical leadership in contact center architecture and design, ensuring optimal system performance.
  • Collaborate with business stakeholders and technical t
Required Skills:
  • 5+ years related work experience, Professional experience with technical design and coding in the IT industry
  • 8+ years of experience in Genesys IVR development with Genesys Cloud expertise.
  • Related Bachelor's degree or related work experience
  • The ideal candidate will have extensive experience in Genesys Cloud administration, IVR development, API integrations, and AI-driven contact center solutions.
  • Genesys Cloud Certified Professional certification.
  • Experience integrating Genesys Cloud with enterprise CRM systems such as Salesforce, Microsoft Dynamics 365, and other platforms.
  • Strong understanding of AI-driven customer interactions, including speech recognition and agent assist AI tools.
  • Experience with API-driven automation and RESTful Web Services.
  • Background in AWS cloud technologies, including Amazon Lex and Amazon EventBridge.
  • Knowledge of contact center security and compliance, including FedRAMP.
  • Strong leadership skills with a track record of mentoring development teams.
  • Experience working in Agile environments using tools such as JIRA and Confluence.
Preferred Skills:
  • Experience in large-scale enterprise contact center migrations.
  • Hands-on experience with Microsoft CoPilot AI tools for system design discovery.
  • Expertise in developing self-service appointment scheduling and voice bot solutions.
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: sgainc
  • Position Id: 26-01424
  • Posted 22 hours ago

Company Info

About Software Guidance & Assistance

Founded in 1981, SGA is a technology and resource solutions provider with a national footprint and headquartered in the shadow of Wall Street. We’re a certified women-owned business. We provide contingent staffing, direct placement, and professional and managed services to transform businesses and evolve careers. We’re small enough to tailor our services to each client and big enough to deliver for some of the world’s largest employers. Our professionals are experts in areas such as IT, finance, accounting, risk, and clinical.

SGA provides contingent staffing, direct placement, and professional and managed services nationwide for Fortune 500 companies, mid-size businesses and select startups.

Our core skillsets include all areas of technology – business & data analysis, cyber & network security, database administration, development & architecture, infrastructure, program & project management, quality assurance & testing. We also deliver talent across professional business functions such as finance, accounting, risk, and clinical.

Our Professional & Managed Services team delivers IT projects through onshore, offshore and hybrid delivery models. We develop software products, modernize applications, add features, and integrate and maintain systems. Our scope covers, among others, complex application suites, data management and visualizations, machine learning and mobile applications.

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