Lead the architecture, design, development, and implementation of enterprise Contact Center solutions utilizing Genesys Cloud CX and Genesys Engage platforms.
Design and build customer-facing solutions including IVR applications, self-service capabilities, intelligent routing strategies, omnichannel engagement, and customer journey orchestration.
8+ years of Development experience in Genesys and serve as the Lead developer for Genesys Engage to Genesys Cloud CX migration and modernization initiatives, including assessment, solution design, implementation, and optimization.
Develop integrations between Genesys platforms and enterprise applications, CRM systems, telephony platforms, workforce management solutions, reporting tools, and third-party services.
Design and implement custom solutions using Genesys Cloud APIs, SDKs, Data Actions, Web Services, and integration frameworks.
Create scalable, secure, resilient, and highly available Contact Center architectures aligned with enterprise standards and cloud best practices.
Produce technical specifications, architecture diagrams, solution designs, integration documentation, and implementation artifacts.
Collaborate with business stakeholders, product owners, telephony teams, infrastructure teams, network engineers, security partners, and vendors to deliver end-to-end solutions.
Provide technical leadership throughout the software development lifecycle, from requirements gathering through production deployment and ongoing support.
Lead design reviews, solution governance activities, and technical discussions to ensure quality, maintainability, and adherence to standards.
Drive platform modernization, cloud transformation, automation, and continuous improvement initiatives to enhance customer and agent experiences.
Support platform upgrades, software releases, technology refreshes, disaster recovery planning, and business continuity initiatives.
Analyze complex business requirements and translate them into scalable, supportable technical solutions.
Troubleshoot and resolve complex application, platform, integration, and performance issues across Contact Center environments.