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Strong brand, mid-level (3+ yrs), metro location, remote option, and generalist platform skills raise competition.
Specialized CCaaS/Genesys Cloud experience limits transferability across industries.
Explicit 3+ years CCaaS experience and domain-specific automation skills make shortlisting strict.
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Design, develop, and scale intelligent automation and conversational workflows on Genesys Cloud to improve internal service efficiency and reduce manual effort.
Build and maintain platform configurations including Divisions, queues, routing profiles, and user/role management within the Genesys Cloud ecosystem.
Troubleshoot platform issues using observability tools and support implementation of AI-driven features like Agentic AI and conversational knowledge surfacing.
3+ years experience developing or supporting CCaaS/contact center or automation solutions.
Proficiency in at least one scripting language (Python, JavaScript, or equivalent) for API automation and integration testing.
Familiarity with REST APIs, JSON, ServiceNow or workflow automation tools, and monitoring/logging tools for troubleshooting integrations.
Understanding of basic AI/NLU concepts and conversational design principles.
Experienced in platform engineering or development within enterprise-grade CCaaS or contact center automation environments.
Competent at integrating and automating workflows using Genesys Cloud, ServiceNow, and related APIs, demonstrating operational impact in automation scale and efficiency.
Familiar with agile delivery practices with ability to contribute to sprint-based backlogs under senior leadership guidance.