Genesys Cloud Developer (AI & Digital)

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Job Title: Genesys Cloud Developer (AI & Digital)
Location: Chicago, IL (Hybrid)

If you're passionate about building AI-driven bot flows , modern Web Messaging experiences , and intelligent routing on Genesys / Five9 , we'd love to connect.
We are looking for a Senior Developer / Lead to join our client-based Digital Customer Experience team.
You will design, configure, and maintain cloud contact center solutions.

IVR call flows
ACD configuration
Advanced routing logic
Genesys / Five9 Virtual Contact Center (VCC) platform

VR & Routing Design

Develop, test, and implement complex IVR scripts
Use Genesys / Five9 Studio for call flows
Configure skills-based and intelligent routing
Support global market requirements

AI & Digital Transformation:

Build and optimize AI-driven Intelligent Virtual Agents (IVA)
Design conversational bot flows
Automate customer interactions

System Configuration:

Configure inbound, outbound, and blended campaigns
Set up ACD, voicemail, and routing rules
Customize agent desktop environments

API & CRM Integration:

Use REST APIs (Genesys / Five9)
Integrate with CRM systems like:
Salesforce
ServiceNow
Microsoft Dynamics
Enable screen pops and data dips

Scripting & Optimization:

Develop JavaScript-based scripts
Implement advanced call handling logic
Automate validation and workflows

Reporting & Analytics:

Customize dashboards
Track KPIs such as:
AHT (Average Handle Time)
SLA (Service Level Agreement)
ASA (Average Speed of Answer)

Experience:

5+ years in Contact Center Technology (CCaaS)
Strong experience in AI development and Conversational AI

Technical Skills:

Deep expertise in IVR scripting and dialog design
Strong JavaScript skills
Experience working with RESTful APIs

Domain Knowledge:

Cloud Contact Center operations
Modern digital messaging platforms (WhatsApp, Web Messenger, SMS)

Nice to Have:

Five9 platform experience

Education:

B.S in computer science or STEM.
Or equivalent degree in Computer Science or related field

Apply

Vacancy posted 1 day ago

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