EY EY - GDS Consulting Genesys Staff 

India, Telangana, Hyderabad 

373809925

Job Description:

CX Architect, and will focus on implementing technologies that enhance the customer experience. This role requires hands-on experience in building and maintaining voice and non- voice applications, with a solid understanding of Genesys components and a passion for delivering innovative contact center solutions.

Key Responsibilities:

• Lead the design, development, and maintenance of IVR applications and multi-channel self-service solutions on the Genesys platform.
• Implement and support complex IVR solutions for voice, chat, and other multimedia interfaces.
• Develop voice and chat bot solutions, integrating with Conversational AI platforms like Kore.ai.
• Write VXML and other scripting code for IVR scripts and integrate with backend services using web services (REST/SOAP).
• Design and configure call routing, queues, and digital channels (e.g., email, SMS, chat) using Genesys Cloud CX Architect.
• Collaborate with Technical Architects, Business Analysts, and cross-functional teams to ensure successful project execution and seamless customer journeys.
• Troubleshoot and resolve technical issues by analysing logs and identifying root causes.
• Perform unit testing, UAT support, and provide post-production issue resolution.
• Contribute to CI/CD processes for deploying IVR and chatbot flows using tools like Git, Jenkins, and Maven.
• Provide mentorship and code reviews for junior developers.
• Document development processes and best practices for IVR design and deployment.

Required Skills & Experience:

• 1+ years of hands-on experience in enterprise IVR development, with a focus on the Genesys platform, specifically Genesys Cloud CX, Genesys Composer, GRAT, and GVP.
• Minimum 1-3 years of experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Cloud CX.
• Genesys Cloud CX certified professional in one or more solution areas (e.g., Inbound, Outbound, Multi-channel, Integration).
• Advanced proficiency in JavaScript, VXML, and related web technologies, including asynchronous programming, AJAX, and API integrations.
• Thorough understanding of Genesys Architect Flows, Data Actions, OAuth, and Integrations objects.
• Experience with Genesys Agent Assist.
• Knowledge of speech recognition (ASR) and text-to-speech (TTS) technologies.
• Experience with other programming languages like Java, Spring, RESTful microservices, and SQL is a plus.
• Strong troubleshooting and analytical skills, particularly in distributed systems.

Soft Skills:

• Strong communication and collaboration skills.
• Ability to work independently and in globally distributed teams.
• Problem-solving mindset and keen attention to detail.
• Agile and adaptable in a fast-paced, client-focused environment