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Professional Services
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200001CM Requisition #

The SS&AI (Self Service and Artificial Intelligence) Team is a Professional Services team responsible for the design, development and testing of highly customized Self-service IVR and AI driven Bot applications across all Genesys platforms.  In this role, candidate will get exciting opportunities to work on latest AI technologies to provide top class CX using inhouse Genesys bots as well as – Google, Amazon etc. Services provided by the candidate will include software development and Architecture, Integration consulting, Agile leadership, customer training, team education and owning end to end delivery.

 

As a Principal Implementation Consultant you will often be working closely with our customers (Business owners and technical SME’s) and internal Genesys Agile teams and must have superb interpersonal and communication skills, as well as the ability to work well within a fast-paced environment with tight deadlines.

The successful candidate will work closely with other team members, including Team leads, user interface designers, product owners, scrum masters and quality assurance engineers to develop IVR and bot applications for our customers using the Genesys Development tools (Composer, Designer, Intelligent Automation and Genesys Cloud). Consultants get the opportunity to also work routing, AI driven predictive routing and IVR Applications built for Genesys Premise and Cloud solutions spanning DTMF through advanced speech applications with web service integration to 3rd party platforms. The goal of the role is always to provide the best customer experience for our customers and partners.


Responsibilities

In this role, the primary responsibilities will include (but are not limited to):

  • Participate in customer workshops and design call flows using our products using design best practices and awareness of product nuances
  • Work with Genesys technical teams and business partners to design, develop and maintain IVR’s, Bots and routing applications for DTMF and speech interactions.
  • Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers or regional managers.
  • Work with Product owner, Scrum master to drive user story creation and ownership for SSA owned epics for IVR, Routing and bots. Lead the SSA team delivery
  • Present and demonstrate proposed IVR solutions as required. Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary.
  • Create and execute test scripts for call flow and other logic and leverage existing Genesys tools (logs, reporting) to provide UAT and QA support
  • Communicate within the global community respecting cultural, language and time zone variations
  • Demonstrate flexibility to adjust working hours to match customer and team interactions
  • Work as a team player to the organization. Providing feedback to the product organization about issues found in API’s, product, documentations or architectures.

 

Qualifications

  • BS/MS/BA or equivalent in Computer Science, Engineering or related field. Computer Science , major preferred.
  • 8 + Years of experience leading software development/Professional services projects in a technical capacity
  • 2 + Years of experience with commercial IVR applications, Routing, Bots and development experience in appropriate development tools, Advanced Speech Recognition engines. Additional computer languages such as PHP, Java or C# is a plus.
  • 2+ Years of experience working with bots on platforms like Google Dialogflow and Amazon Lex.  Must include webhook/fulfillment experience and development skills.
  • 2+ Years of experience working in an Agile environment.
  • Demonstrated experience in a customer facing role and handled difficult customer situations.
  • Understanding of the IVR application architecture including web components, telephony, caching, prompt servers, ASR and operational diagnostics.
  • Ability to work independently on routine duties or projects with general instructions on new assignments. Ability to take initiative and work on new product features
  • Demonstrate solid analytical programming and problem-solving skills. Quick learner on new technologies and product features.
  • Good verbal, writing skills and the ability to effectively interact with clients (business and technical audiences) in the English language is a must. Having similar capabilities in other languages is a plus.
  • Must demonstrate ability to effectively understand and consult with clients and partners (vendors and internal teams) in a high paced environment and flexible schedules. May assist with resolving escalated customer issues that originated with customers or partners.
  • Willingness to travel, including internationally. 


Familiarity with the following is a definite plus:

  • Practical experience developing and deploying Genesys solutions with Genesys tools such as Genesys Cloud, Composer, Designer and Intelligent Automation. Experience with Dialog flow and Lex.
  • GCP or AWS certification

 

About Genesys 

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com

 

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-AR

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