Job Type: Contract

Job Category: IT

Job Description

Role: Genesys Developer (Chatbot & CX)

Location: 100% Remote

Long Term Contract - W2 / C2C

Job Overview:

We are seeking a skilled Genesys Developer with hands-on experience in Chatbot integration, Customer Experience (CX) optimization, and Genesys Cloud/Genesys Engage platforms. The ideal candidate will design and develop customer-centric contact center solutions leveraging AI-based bots, IVR flows, and digital channels to enhance user engagement and business outcomes.

Key Responsibilities:

• Design, develop, and deploy Genesys Cloud CX solutions including chatbots, voicebots, and digital channels (chat, SMS, email, etc.)
• Build and maintain Dialogflows, Architect call flows, and IVR configurations
• Integrate chatbots and AI services (Google Dialogflow, Amazon Lex, etc.) with Genesys
• Collaborate with UX/UI and business teams to enhance customer journey mapping
• Implement API integrations with backend systems for real-time data access
• Troubleshoot and optimize Genesys call flows, bot behavior, and performance
• Monitor customer interactions and propose improvements to CX strategy
• Stay up to date with Genesys Cloud CX features, releases, and best practices

Required Skills & Experience:

• Overall IT Experience: 8-12+ Years
• 4+ years of experience as a Genesys Developer (Cloud or Engage)
• Strong hands-on experience with Genesys Cloud CX, Architect, and IVR development
• Proficiency with Chatbot frameworks like Google Dialogflow, Amazon Lex, or Genesys Bot Flow
• Solid understanding of CX principles and ability to design engaging customer journeys
• Experience integrating with REST APIs, web services, and CRM tools
• Knowledge of JavaScript or Python for bot and API scripting (preferred)
• Experience with call routing, IVR design, queue management, and reporting
• Strong communication skills and ability to work with cross-functional teams

Nice to Have:

• Genesys Certifications (Genesys Cloud CX Developer or similar)
• Exposure to AI/ML integration in contact center use cases
• Knowledge of Speech Analytics, Sentiment Analysis tools

Required Skills