Job Description

About NationsBenefits:

At NationsBenefits, we are leading the transformation of the insurance industry by developing innovative benefits management solutions. We focus on modernizing complex back-office systems to create scalable, secure, and high-performing platforms that streamline operations for our clients. As part of our strategic growth, we are focused on

platform modernization

-- transitioning legacy systems to modern, cloud-native architectures that support the scalability, reliability, and high performance of core back-office functions in the insurance domain.


We are seeking an experienced

Genesys Cloud Developer

to play a key role in the

development, customization, and maintenance of Genesys Cloud IVR solutions

. This position requires a strong understanding of

contact center environments, telecommunications infrastructure

, and

unified communications

. The role involves

developing IVR flows, managing outbound campaigns, handling integrations

, and providing

critical support

to ensure seamless operations.

Key Responsibilities:

IVR & Agent Scripting:

Design, develop, and customize IVR flows and agent scripts.

Call Routing & Distribution:

Implement automatic call distribution (ACD) and intelligent routing strategies.

Outbound Campaign Management:

Develop and manage outbound campaigns to enhance customer engagement.

Voice Bot & AI Integration:

Work with voice bots to improve automation and self-service capabilities.

Integrations & API Development:

Integrate Genesys Cloud with custom solutions, CRMs, and APIs.

Performance Monitoring & Troubleshooting:

Monitor system performance, diagnose issues, and implement optimizations.

Telephony & Infrastructure Management:

Configure and manage telephony infrastructure, including SIP and VoIP.

Reporting & Analytics:

Prepare analytical dashboards, wallboards, and operational intelligence reports.

Identity & Access Management:

Ensure secure user access and system compliance.

24/7 Critical Support:

Provide round-the-clock support, ensuring high availability of contact center solutions.

Requirements:

Education & Experience:

BE/B. Tech Graduate with 3+ years of experience in Genesys Contact Center Solutions.

Genesys Expertise:

Hands-on experience with Genesys Cloud CX.

Technical Knowledge:

Strong understanding of contact center environments and unified communications.

Process & Methodology:

Familiarity with Agile and ITIL processes.

Soft Skills:

Excellent problem-solving skills, decision-making abilities, and communication skills.

Work Flexibility:

Ability to work in shifts, ensuring continuous support.

Preferred Qualifications:

Telephony & VoIP Management:

Experience in SIP, VoIP, and telephony configurations.

Cloud & Automation:

Exposure to cloud platforms and automation tools. *

Advanced Analytics:

Experience in contact center reporting, dashboards, and analytics.