Job Title: Contact Center Platform Engineer (Genesys)
Client Location – Newark, NJ
Position: Fulltime
Onsite from day 1st
Job Description
Role: Contact Center Platform Engineer (Genesys)
- 5+ years’ of hands-on experience in coding/development in Contact Center platform (Routing/Reporting Call flows, IVR, Conversational AI, ChatBots, Call Recording, WFM etc).
- 2+ years of experience in Cloud enablement of Contact Center Solutions, especially in migrating from On-prem to CCaaS Cloud solution.
- Experience in AWS Lex & Lambda for development of ChatBot.
- 4+ years of IVR Applications and Advanced Speech Recognition engines (ASRs), and hands on development and deployment experience.
- 4+ years of writing code in common programming languages such as NodeJS, Java, .Net, Python.
- Experience using CICD tools such as BitBucket, Jenkins, AWS Code Pipeline etc.
- Experience integrating with CRM apps including SalesForce and ServiceNow is a plus.
- Experience with Genesys-Pure-Cloud or Genesys Engage, hands on implementation, Configuration, deployments to production and support is a plus.
- Agile knowledge with SAFe or NWOW framework is preferred.
- Experience involving digital transformation activities in large organization is a plus.
Responsibilities:
- Design, Configure, Develop, and Support Conversational IVR’s, & Chatbots leveraging Genesys Cloud Architect tool and Amazon Lex & Lambda.
- Lead implementation of API / Web Service integrations to back-end systems (REST, Json, and SQL database).
- Using agile methodologies, partner with product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience.
- Lead implementation of Inbound & Outbound solutions, QM recording, WFM, Omni-Channel, Analytics, Customer Journeys, and Reporting.
- Support and maintain existing Avaya Telephony and Contact Center solutions and demonstrate complex problem-solving skills.
Harendra Kumar
harendra.k@veridiants.com
