Genesys IVR Developer

JOB TITLE: Genesys IVR Developer
JOB LOCATION: Remote, but perfer Jacksonville, FL
WAGE RANGE*: 60 - 68/ hour must be W2
JOB NUMBER: 20244

REQUIRED EXPERIENCE:
8+ years of experience in Genesys IVR development with Genesys Cloud expertise.
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.
Experience with unit testing, release procedures, coding design and documentation protocol as well as change management procedures
Proficiency using MERN and MEAN Scaffolding tools
In-depth understanding of the systems development life cycle
Proficiency programming in more than one object-oriented programming language; React.Js, Node.JS, JavaScript, and HTML
o Proficiency with HTML, CSS, SASS, JavaScript/jQuery, local storage, and cross-browser compatibility are required
o May include database knowledge in MongoBD
Experience with modern web/UI development tools and techniques: Node, Webpack, Grunt/Gulp, GIT, Axios, Jest
Client-side templating: mustache.js, handlebars.js, panni.js, and dust.js
Proficiency using standard desktop applications such as MS Suite and flowcharting tools such as Visio
Proficiency using debugging tools such as; Advanced Debugger, Allinea DDT, AQtime, ARM, CA/EZTEST, etc
Solid knowledge of DOM manipulation and client-side validation
Solid knowledge with jQuery and other JavaScript libraries
High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy
Experience with responsive grid systems
Solid knowledge of React and Redux principals and build out

PREFERRED QUALIFICATIONS:
The preferred qualifications listed below reflect desired knowledge, skill, and/or experience.
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.

Additional Preferred Qualifications:
Various Domain experience; Health Care, Financial, etc
Experience using Agile, Waterfall, or hybrid methodology
Experience with mobile design (native and mobile web) a plus
Experience with Foundation a plus
Experience with web accessibility guidelines and requirements a plus

Required Work Experience:
5+ years related work experience, Professional experience with technical design and coding in the IT industry

Required Education:
Related Bachelor's degree or related work experience

JOB DESCRIPTION

We are seeking an experienced Genesys Development Lead to drive the architecture, development, migration, and optimization of Genesys Cloud IVR solutions. The ideal candidate will have extensive experience in Genesys Cloud administration, IVR development, API integrations, and AI-driven contact center solutions. This role will lead development efforts, mentor teams, and ensure best practices in IVR call flow engineering, outbound campaigns, and CRM integrations.

Description/Responsibilities
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 teams to define project requirements and implementation strategies.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.

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