Primary Talent Partners has a new contract opening for a
Genesys Cloud Developer with our large power and utilities client in Charlotte, NC. This is a 12-month contract with a potential for extension.
Pay: $69.00 - $79.00/hr; W2 contract, no PTO, no Benefits. ACA-compliant supplemental package available for enrollment. Candidates must be legally authorized to work in the United States and must be able to sit on Primary Talent Partners W2 without sponsorship.
Description:The Digital Voice team is seeking a senior, hands-on Genesys Cloud CX Engineer/Developer to design, build, deploy, and support customer-facing voice automation and call-routing solutions. The ideal candidate will have strong experience with Genesys Architect, Voice Bots, NLU bots, Genesys Virtual Agent (AVA), CE43 routing, analytics, monitoring, alerting, and enterprise integrations. This is a hybrid position based in Charlotte, NC, with an expectation of working in the office three days per week.
Key Responsibilities:Bot and Architect Development
- Design, develop, test, and maintain Genesys Cloud Voice Bots, NLU bots, and AVA solutions using intents, utterances, entities, slots, prompts, tasks, and reusable modules.
- Build production-grade Architect flows with authentication, self-service, routing, callback, transfer, retry, no-input/no-match, exception handling, and agent-escalation logic.
- Tune NLU models and conversational journeys using recognition, containment, abandonment, transfer, and unrecognized-utterance data.
- Apply consistent standards for flow design, naming, versioning, documentation, testing, promotion, and production validation.
Call Routing and CE43
- Design, configure, and troubleshoot queues, skills, schedules, emergency groups, transfer paths, and advanced routing strategies.
- Develop and support Genesys call routing, including the CE43 flow, its dependencies, and associated operational procedures.
- Assess the effect of routing changes on customer experience, agent operations, reporting, support, and downstream systems.
Analytics, Monitoring and Alerting
- Configure and support Genesys Cloud Analytics and Reporting, including dashboards, performance views, historical analysis, scheduled reporting, and operational KPIs.
- Implement and support A3S real-time and historical analytics/reporting capabilities.
- Establish actionable monitoring and alerts for IVR or bot failures, routing issues, abnormal transfers, queue thresholds, containment degradation, and other critical conditions.
- Define thresholds, notification channels, ownership, escalation paths, runbooks, and validation procedures.
- Integrate Genesys telemetry or events with Splunk, Dynatrace, AWS EventBridge, CloudWatch, or similar enterprise observability tools where applicable.
- Integrations and Data Actions
- Create secure integrations using Genesys Cloud Data Actions, REST APIs, JSON, web services, AWS, CRM, and enterprise backend systems.
- Apply appropriate authentication, timeout, retry, logging, privacy, error-handling, and failover controls.
Production Support and Collaboration
- Troubleshoot incidents across telephony, Architect, bots, routing, integrations, reporting, permissions, and network dependencies; participate in on-call support as required.
- Lead or contribute to root-cause analysis, corrective actions, lessons learned, change management, CAB, disaster recovery, business continuity, and compliance activities.
- Partner with business, operations, architecture, application, infrastructure, cybersecurity, analytics, and vendor teams.
- Maintain solution designs, flow diagrams, test evidence, support documentation, monitoring guides, runbooks, and knowledge articles.
Required Qualifications:- Bachelor's degree in a related field or equivalent practical experience, with five or more years in contact center technology and at least three years of hands-on Genesys Cloud CX development.
- Deep experience with Genesys Architect and production Voice Bot, NLU bot, and Genesys Virtual Agent (AVA) design and development.
- Hands-on expertise with Genesys call routing, including the CE43 flow, queues, skills, schedules, and transfer strategies.
- Experience configuring Genesys Cloud Analytics and Reporting, A3S real-time and historical capabilities, monitoring, alerts, dashboards, and operational KPIs.
- Experience with Data Actions, REST APIs, JSON, authentication, and secure enterprise integrations.
- Strong troubleshooting, documentation, communication, and ownership skills, including production support and cross-functional collaboration.
- Ability to work a hybrid schedule in Charlotte, NC, with three days per week in the office.
Preferred Qualifications:- Genesys Cloud CX certification relevant to Architect, development, or administration.
- Experience with AWS services, Splunk, Dynatrace, CI/CD, source control, automated testing, and DevOps practices.
- Experience supporting PCI-regulated, security-sensitive, highly available, or large-enterprise contact center environments.
- Experience in utilities, energy, telecommunications, financial services, healthcare, or another regulated industry.
Core Technical Skills:Expected Experience:- Genesys Cloud CX
- Architect, Voice flows, bot flows, queues, skills, schedules, routing
- Conversational AI
- Voice Bots, NLU, AVA, intents, entities, slots, dialog design, tuning
- Analytics
- Genesys Analytics and Reporting, A3S real-time and historical, alerts, dashboards
- Integrations
- Data Actions, REST APIs, JSON, AWS, CRM and backend systems
Ideal Candidate- A hands-on Genesys Cloud professional who can translate business requirements into scalable designs, build and test solutions, establish meaningful monitoring and reporting, and support them in production.
- The candidate should be comfortable leading technical discussions while remaining personally accountable for delivery and operational quality.
Primary Talent Partners is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.
If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at #PTPJobs
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