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Strong Tier‑1 brand and metro mid‑level demand, but niche Genesys/IVR specialization reduces overall applicant density.
Role requires platform-specific Genesys IVR, NLU/ASR and Java microservices expertise, limiting cross-industry transferability.
Explicit 5+ years IVR, 2+ years bot specialization, Genesys and Java stack requirements increase filtering strictness.
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Own creation and optimization of Conversational IVRs and BOTs to improve customer interactions and reduce agent transfers using LLM-based intent disambiguation.
Collaborate cross-functionally with Product Management, UX, and Engineering to deliver scalable IVR and Chatbot solutions aligned with strategic goals.
Manage code, configuration, deployment, and release processes across multiple environments while driving continuous improvement through agile methodologies.
Minimum 5 years IVR development experience, with at least 2 years in voice application BOT development on platforms like Genesys Cloud, Kore.ai, or Google Dialog Flow.
Hands-on experience with Genesys Cloud Architect flows, including creating/integrating Data Actions and APIs.
Strong expertise in Core Java, Servlets, JSP, REST micro-services, Spring framework, and Spring Boot.
Experience with DevOps tools such as Git, Jenkins, Jira, Confluence, and familiarity with Agile and Scrum methodologies.
Experienced in deploying and scaling cloud-based contact center solutions, especially with Genesys Cloud architect flows.
Proficient in NLU/ASR tuning and Conversational AI integration to enhance user experience and reduce manual agent interventions.
Capable of driving cross-team alignment and technical communication in dynamic environments to implement innovative customer service technology.