Job Description

Role: Genesys Developer

No. of Openings : 4

Location: Pune/ Hyderabad (Onsite)

We are looking for an experienced

IVR Genesys Developer

with a strong background in

Conversational AI

and

Chatbot development

, particularly for

voice-based solutions

. The ideal candidate will design, develop, and enhance IVR applications using Genesys technologies while integrating advanced AI capabilities for natural and intuitive customer interactions.

Key Responsibilities:

Design, develop, and maintain IVR solutions using

Genesys Engage or Genesys Cloud CX (PureCloud)

. Implement voicebots and chatbots using

Conversational AI platforms

(e.g.,

Google Dialogflow, Nuance Mix, Amazon Lex

, or

Microsoft Bot Framework

). Integrate chat/voice bots with

Genesys IVR flows

and contact center platforms. Develop and maintain

call flows, voice prompts

, and

natural language processing (NLP)

logic for enhanced self-service experiences. Work with cross-functional teams to gather requirements and ensure seamless AI bot integration into customer journeys. Troubleshoot production issues related to IVR/bot performance and behavior. Optimize IVR and bot flows based on analytics and call outcomes. Use scripting and APIs to enhance automation and backend integrations.

Required Skills & Experience:

5+ years of experience in

Genesys IVR development

(e.g., Composer, Architect, Designer). Experience in

Conversational AI and NLP

(e.g., Dialogflow, Lex, Nuance, or similar). Solid understanding of

voice and digital channels

and their integration with contact centers. Strong programming/scripting skills:

Java, JavaScript, Python

, or

VXML

. Experience integrating bots with

CRMs, backend services, and databases

via APIs. Familiarity with

Omnichannel customer experience

design principles. Knowledge of

call analytics, logging

, and

reporting tools

(e.g., Genesys Analytics, Google Analytics). Understanding of

telephony concepts

(SIP, CTI, call routing). Experience with

Agile/Scrum

methodologies.

Preferred Qualifications:

Genesys certifications (e.g.,

Genesys Certified Professional

). Experience with

speech recognition (ASR)

and

text-to-speech (TTS)

engines. Familiarity with

CI/CD

pipelines and

cloud platforms

(AWS, Azure, GCP). Experience with

customer sentiment analysis

and

AI model training

.

Soft Skills:

Excellent communication and documentation skills. Problem-solving and analytical thinking. Ability to work independently and in collaborative environments. Strong attention to detail and user experience.
Job Type: Contractual / Temporary

Experience:

IVR Developer: 4 years (Required)
Work Location: In person