Senior Genesys IVR Engineer - Jersey City, NJ

Position Summary

As a Software Engineer, you will work with a highly talented team delivering next-generation customer self-service solutions using Genesys technologies. The team leverages tools such as Microsoft Copilot and other AI technologies to improve productivity and accelerate solution delivery. The successful candidate will have significant experience across multiple software implementations and possess strong depth and breadth in IVR and Genesys technologies. Experience with conversational AI, chatbots, voice bots, and cloud-based contact center platforms is highly desirable.

Responsibilities include

·         The design, development, testing, deployment, and support of IVR, voice, and chat solutions in a cloud environment while following established engineering and quality best practices.

·         The role requires partnering with business and technology teams to ensure solutions are aligned with strategic objectives and deliver desired business outcomes.

·         You will help drive the evolution of customer experiences by developing AI-powered contact center capabilities, including conversational voice and chat solutions, intelligent automation, and virtual assistant technologies.

Primary Skill : Genesys IVR

Required Qualifications

·         Strong AI skills with experience in using MS Copilot with data extraction, transformation, reporting and analysis

·         Strong proficiency in handling senior management expectations - Tech and LoB

·         Strong presentation skills with strong analytical skills

·         Strong proficiency in SQL including joins, aggregations and optimization

·         Experience with data mapping, business rules documentation and report validation

·         Experience in creating reports, datasets, workflows and analytical output using large volumes of data

·         Strong hands-on experience with data extraction, transformation, reporting and analysis

·         Ability to interpret business requirements and convert them into technical logic and reporting solutions

·         Strong analytical and problem-solving skills with attention to detail

·         Experience in data quality checks, reconciliation, exception reporting and metric generation

·         Ability to troubleshoot data issues, performance issues and reporting discrepancies

·         Good communication skills to work with business users, technology teams, and data stakeholders.

·         Strong proficiency in UX/UI design using GitHub Copilot and Microsoft Copilot to rapidly create wireframes, user journeys, prototypes, and design specifications.

·         Experience leveraging AI-assisted development tools to generate front-end code, reusable UI components, responsive designs, and accessibility-compliant user experiences.

·         Ability to translate business requirements into intuitive, user-centric designs while collaborating effectively with product, business, and technology stakeholders.

·         Strong analytical and design-thinking skills with experience in usability testing, design optimization, rapid prototyping, and iterative enhancement of digital experiences.