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Tier-1 brand, mid-level generalist role, and metro location increase applicant competition.
Role demands CCaaS/contact-center platform experience, reducing cross-industry transferability.
Requires 3+ years CCaaS/platform experience and specific automation/integration skills, so filters are stringent.
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Design, develop, and scale conversational AI-powered automation workflows and integrations within the Genesys Cloud platform to enhance internal service efficiency.
Administer and troubleshoot core Genesys Cloud configurations and integrations, ensuring platform health and incident resolution.
Collaborate with senior engineers and product leadership to influence automation delivery at enterprise scale and contribute to platform-level decisions.
3+ years of 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 other workflow automation tools, and monitoring/logging tools.
Understanding of AI/NLU concepts and conversational design principles.
Experience working within agile teams delivering sprint-based automation solutions using Genesys Cloud.
Demonstrated ability to develop and maintain conversational AI flows and enterprise integrations at scale in a cloud contact center environment.
Interest and experience with emerging AI features such as Agentic AI, knowledge management, and predictive routing within the Genesys Cloud ecosystem.