Responsibilities
- Lead presales and discovery engagements to understand customer objectives and define scalable self-service solutions.
- Facilitate customer workshops to design IVR and AI-driven bot architectures aligned with business and technical requirements.
- Architect, design, and develop IVR, routing, and bot applications using Genesys Cloud, Composer, Designer, and Intelligent Automation.
- Integrate third-party platforms such as Google Dialogflow, Amazon Lex, and Nuance Mix with Genesys environments.
- Develop solutions spanning DTMF, speech recognition, natural language understanding, and predictive routing capabilities.
- Estimate development effort and collaborate with sales and project leadership to define scope and delivery timelines.
- Drive Agile delivery by partnering with Product Owners and Scrum Masters to define and own user stories and epics.
- Present solution designs and conduct knowledge transfer sessions at project completion.
- Collaborate across global teams while adapting to time zone and cultural differences.
- Provide feedback to product teams on APIs, architecture, and platform enhancements to improve solution delivery.
Requirements
- Demonstrate flexibility to work in North America shift hours (up to 3 PM EST or 1:30 AM IST) as required.
- Possess 5 or more years of experience in software development or Professional Services in a technical leadership capacity.
- Hold a Bachelor’s or Master’s degree in Computer Science, Engineering, or a related technical discipline.
- Demonstrate 5 or more years of experience designing and delivering commercial IVR and routing applications.
- Demonstrate 3 or more years of experience developing bots, including voicebots and speech-enabled solutions.
- Exhibit strong expertise in IVR and bot architectures, including telephony, ASR engines, caching, prompt management, web services integration, and operational diagnostics.
- Demonstrate experience in customer-facing roles and the ability to manage complex stakeholder interactions.
- Apply strong analytical, programming, and problem-solving skills to complex technical challenges.
- Communicate effectively in English with both business and technical stakeholders.
- Demonstrate willingness to travel domestically and internationally as required.
Nice to Have
- Collaborate effectively with VUI designers and interaction design specialists.
- Work closely with speech scientists on grammar and speech model development.
- Demonstrate hands-on experience deploying Genesys Cloud solutions in enterprise environments.
- Hold GCP or AWS certification.
Additional Information
- Demonstrate flexibility to work in North America shift hours (up to 3 PM EST or 1:30 AM IST) as required.
- Demonstrate willingness to travel domestically and internationally as required.
