Job Title: IVR/Chatbot Developer, Digital CX
Location: New Jersey
Job Type: Contract
--The Position—
The IVR/Chatbot developer will be able to design, develop, and implement Genesys CX Contact
Center IVR applications.
Pioneer in AI-driven conversational interfaces, crafting chatbots using AWS Lex or Amelia that engage
and assist users seamlessly.
The IVR/Chatbot developer will be responsible for design and develop Genesys CX call flow creation in
architect, data actions, scripting, configuring queues, skill-based routing, agent profiles, and reporting.
Our Digital CX team focuses on building a culture where the best people can do their best work. We are
an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of
race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or
disability status.
- - The Location –
This is a hybrid position based out of Jersey City, New Jersey
- - Knowledge, Skills, and Abilities Needed - -
Responsibilities Include:
Participate in application development and enhancements for Genesys contact center.
Perform customization and integration of Genesys solutions to meet business needs.
Create technical documentation and user guides for Genesys solutions.
Conduct performance tuning and optimization of Genesys configuration.
Display ownership and responsibility for the Team’s activity.
Design and implement conversational interfaces for varied applications.
Collaborate with UX/UI designers to enhance chatbot user experience.
Integrate AWS Lex or Amelia chatbots with various platforms and backend systems.
Continuously improve chatbot understanding and responses based on user feedback.
Stay updated with the latest trends in conversational AI and machine learning.
Optimize chatbot performance for speed and responsiveness.
Address and rectify any issues or bugs in the chatbot's /IVR functioning.
Participate in code reviews and ensure best practices are followed.
Qualifications for Consideration:
Collaborate with stakeholders to gather requirements and design custom solutions that leverage
Genesys Cloud CX capabilities to improve customer experiences
Strong hands-on experience in designing, development, and implementation of Architect flows in
Multi Channels - Calls, Web Chats/Web Messaging, Callbacks, Workflows and Emails on the
Genesys Cloud CX platform.
Develop and customize applications, integrations, and workflows within the Genesys Cloud CX
platform using its API, SDKs, and scripting capabilities
Integrate Genesys Cloud CX with other systems and data sources, such as CRM systems,
databases, and third-party applications, to create a unified customer experience.
Configure call and interaction routing strategies to ensure customers are connected to the right
agents or resources
Familiarity with chatbot development tools like AWS Lex or Amelia.
Experience integrating chatbots/Genesys cloud IVR with web services and databases.
Ability to design conversation flows and optimize user interactions.
Knowledge of natural language processing and machine learning basics.
Experience in training and refining chatbot models for better accuracy.
Strong debugging and troubleshooting skills for real-time chatbot interactions.
Excellent communication skills with a focus on end-user experience.
Good to Have: -
Knowledge of coding skills in languages such as Python, Node.js, or similar.
