EY - GDS Consulting - AI Enabled Automation - Genesys - Senior

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

Job Title: Senior Genesys IVR Developer

Job Description: We are seeking an experienced Senior Genesys IVR Developer to join our team and contribute to the development of our IVR and multichannel self-service systems. The ideal candidate will have a strong background in the Genesys platform, particularly Genesys Cloud 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:

• 5+ 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 3-5 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

EY | Building a better working world 

 
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.  

 
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.  

 
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.