Job Title: Genesys Developer
Location: Remote
Employment Type: Contract
Experience: 8+ years
Job Summary
We are seeking an experienced Genesys Developer with strong expertise in Genesys Cloud CX, NICE CXone, IVR development, and Contact Center technologies. The ideal candidate will be responsible for designing, developing, configuring, and supporting cloud-based customer experience and contact center solutions.
The candidate should have hands-on experience in developing IVR call flows, routing strategies, integrations, APIs, and omnichannel customer journeys using Genesys Cloud CX and/or NICE CXone.
Key Responsibilities
* Design, develop, configure, and maintain Genesys Cloud CX contact center solutions.
* Develop and enhance IVR applications and call flows using Genesys Cloud Architect.
* Design and configure call routing, queues, skills-based routing, transfers, prompts, schedules, and error-handling flows.
* Work with NICE CXone to develop and configure IVR workflows, routing strategies, ACD, and contact center solutions.
* Develop and optimize omnichannel customer journeys across Voice, Chat, Email, SMS, and other digital channels.
* Integrate Genesys Cloud CX and NICE CXone platforms with CRM and enterprise applications using REST APIs, Web Services, Webhooks, OAuth, and Data Actions.
* Configure and support customer experience (CX) workflows and cloud-based contact center applications.
* Troubleshoot IVR, call routing, telephony, SIP, API, and integration-related issues.
* Work with telephony technologies including SIP, VoIP, SIP Trunking, SBC, and call routing.
* Perform unit testing, integration testing, UAT support, and production deployment.
* Monitor platform performance, call flows, routing efficiency, and customer experience metrics.
* Support production issues, perform root cause analysis, and implement permanent solutions.
* Collaborate with business stakeholders, product teams, telecom teams, and application development teams.
* Participate in cloud migration and modernization projects involving legacy contact center platforms.
* Create and maintain technical documentation for IVR flows, integrations, configurations, and support procedures.
Required Skills
* Strong hands-on experience with Genesys Cloud CX.
* Experience in IVR development and call flow design.
* Hands-on experience with Genesys Architect.
* Experience with NICE CXone / NICE inContact.
* Knowledge of Cloud Contact Center / CCaaS platforms.
* Experience with ACD, queues, skills-based routing, and omnichannel routing.
* Strong understanding of customer experience (CX) technologies.
* Experience with REST APIs, Webhooks, OAuth, JSON, and system integrations.
* Knowledge of telephony concepts including SIP, VoIP, SIP Trunking, and SBC.
* Experience integrating contact center platforms with CRM applications such as Salesforce or ServiceNow.
* Strong troubleshooting and problem-solving skills.
* Experience working in Agile/Scrum environments.
Preferred Skills
* JavaScript or Python scripting experience.
* Experience with AWS, Azure, or other cloud platforms.
* Experience with Conversational AI, Chatbots, Voicebots, or NLP platforms.
* Knowledge of Workforce Management (WFM), Workforce Engagement Management (WEM), and Quality Management (QM).
* Experience with CI/CD and DevOps practices.
* Genesys Cloud CX or NICE CXone certifications.
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