Genesys Developer

• Design, develop, and customize Genesys Contact Center solutions using Genesys Cloud CX or Genesys Engage • Configure and manage IVR call flows using Genesys Architect / Composer / GVP • Develop and enhance routing strategies, call flows, queues, skills, and interaction handling • Integrate Genesys with external systems such as CRM (Salesforce, ServiceNow), ticketing systems, and third-party APIs • Develop and maintain CTI integrations, screen pops, and agent desktop enhancements • Work on inbound, outbound, blended, and omnichannel contact center solutions (voice, email, chat, SMS, social) • Troubleshoot production issues related to call routing, IVR, SIP, and integrations • Participate in requirements gathering, solution design, development, testing, and deployment • Ensure adherence to security, compliance, and performance best practices • Collaborate with QA teams on test strategy, defect resolution, and UAT support • Prepare technical documentation and support knowledge transfer activities Technical Skills Required Skills & Qualifications: • Strong experience with Genesys Cloud CX or Genesys Engage • Hands-on experience with one or more of the following: • Genesys Architect / Composer • Genesys Voice Platform (GVP) • Routing Strategies & Call Flows • Experience with IVR development, prompts, grammars, and menus • Knowledge of SIP, VoIP, call routing, and telephony concepts • Experience with REST APIs, web services, and system integrations • Scripting or programming experience (Java, JavaScript, Python, or similar) • Experience with reporting and analytics (Genesys Reporting, Infomart, WFM integration) Preferred / Nice-to-Have Skills • Experience with Outbound Campaign Management • Knowledge of Genesys Workforce Management (WFM) and Quality Management (QM) • Experience in cloud migrations (on-prem Genesys Engage to Genesys Cloud) • Familiarity with DevOps, CI/CD, and version control tools • Genesys certifications (GCP, GCA, GCD)