Genesys Development at Tundra Technical Jacksonville Beach, Florida

Genesys Development Lead

We are seeking an experienced Genesys Development Lead to drive the architecture, development, migration, and optimization of Genesys Cloud IVR solutions. The ideal candidate will have extensive experience in Genesys Cloud administration, IVR development, API integrations, and AI-driven contact center solutions. This role will lead development efforts, mentor teams, and ensure best practices in IVR call flow engineering, outbound campaigns, and CRM integrations.

Description/Responsibilities:

• 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 to define project requirements and implementation strategies.

Qualifications:

• 8+ years of experience in Genesys IVR development with Genesys Cloud expertise.
• 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.
• Experience with unit testing, release procedures, coding design and documentation protocol as well as change management procedures
• Proficiency using MERN and MEAN Scaffolding tools
• In-depth understanding of the systems development life cycle
• Proficiency programming in more than one object-oriented programming language; React.Js, Node.JS, JavaScript, and HTML
• Proficiency with HTML, CSS, SASS, JavaScript/jQuery, local storage, and cross-browser compatibility are required
• May include database knowledge in MongoBD
• Experience with modern web/UI development tools and techniques: Node, Webpack, Grunt/Gulp, GIT, Axios, Jest
• Client-side templating: mustache.js, handlebars.js, panni.js, and dust.js
• Proficiency using standard desktop applications such as MS Suite and flowcharting tools such as Visio
• Proficiency using debugging tools such as; Advanced Debugger, Allinea DDT, AQtime, ARM, CA/EZTEST, etc
• Solid knowledge of DOM manipulation and client-side validation
• Solid knowledge with jQuery and other JavaScript libraries
• High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy
• Experience with responsive grid systems
• Solid knowledge of React and Redux principals and build out

Preferred Qualifications:

• The preferred qualifications listed below reflect desired knowledge, skill, and/or experience.
• 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.

Additional Preferred Qualifications:

• Various Domain experience; Health Care, Financial, etc
• Experience using Agile, Waterfall, or hybrid methodology
• Experience with mobile design (native and mobile web) a plus
• Experience with Foundation a plus
• Experience with web accessibility guidelines and requirements a plus

Required Work Experience:

• 5+ years related work experience, Professional experience with technical design and coding in the IT industry

Required Education:

• Related Bachelor's degree or related work experience