Genesys Development Lead

Genesys Development Lead

Software Guidance & Assistance, Inc., (SGA), is searching for a Genesys Development Lead for a contract assignment with one of our premier Healthcare Services clients in Jacksonville, FL. (Hybrid schedule, 2-3 days in Jacksonville Office)

Responsibilities

• Drive the architecture, development, migration, and optimization of Genesys Cloud IVR solutions.
• Lead development efforts, mentor teams, and ensure best practices in IVR call flow engineering, outbound campaigns, and CRM integrations.
• Lead the design, development, and administration of Genesys Cloud IVR solutions.
• Develop and optimize Genesys Cloud Outbound Call Flow Engineering for voice and SMS campaigns.
• Integrate Genesys Cloud with CRM systems using RESTful APIs.
• Design and implement AI-driven Voice Bots with Natural Language Processing (NLP).
• Lead and mentor onshore and offshore development teams, ensuring best practices in Genesys Cloud administration and implementation.
• Manage large-scale Genesys Cloud CX migrations, including security compliance and FedRAMP requirements where applicable.
• Develop Genesys Cloud reporting solutions using Amazon EventBridge and CRM integrations.
• Provide technical leadership in contact center architecture and design, ensuring optimal system performance.
• Collaborate with business stakeholders and technical teams.

Required Skills

• 5+ years related work experience, professional experience with technical design and coding in the IT industry
• 8+ years of experience in Genesys IVR development with Genesys Cloud expertise.
• Related Bachelor's degree or related work experience
• The ideal candidate will have extensive experience in Genesys Cloud administration, IVR development, API integrations, and AI-driven contact center solutions.
• Genesys Cloud Certified Professional certification.
• Experience integrating Genesys Cloud with enterprise CRM systems such as Salesforce, Microsoft Dynamics 365, and other platforms.
• Strong understanding of AI-driven customer interactions, including speech recognition and agent assist AI tools.
• Experience with API-driven automation and RESTful Web Services.
• Background in AWS cloud technologies, including Amazon Lex and Amazon EventBridge.
• Knowledge of contact center security and compliance, including FedRAMP.
• Strong leadership skills with a track record of mentoring development teams.
• Experience working in Agile environments using tools such as JIRA and Confluence.

Preferred Skills

• Experience in large-scale enterprise contact center migrations.
• Hands-on experience with Microsoft CoPilot AI tools for system design discovery.
• Expertise in developing self-service appointment scheduling and voice bot solutions.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please visit our company EEO page to request an accommodation or assistance regarding our policy.