Senior Genesys Routing Developer

Accountabilities • Routing Solution Design and Development: Lead the architecture, design, development, and implementation of routing solutions on the Genesys Engage Contact Center Platform.

• Application Development: Develop, review, and maintain secure, high-quality production code for voice, IVR, and multichannel routing applications.

• Genesys Platform Configuration: Perform installation, configuration, and development activities involving Genesys technologies, including Voice SCXML Call Flow, GA, GAX, OPM, and GRAT.

• Routing Workflow Engineering: Design and develop routing workflows using Genesys Composer, IRD, and SCXML, ensuring reliable call flows and effective orchestration.

• Technical Troubleshooting: Analyze Genesys logs, investigate routing and application issues, debug complex problems, and implement solutions to maintain production stability.

• Software Development Lifecycle: Participate in all project phases, including requirements analysis, planning, implementation, testing, deployment, and ongoing support.

• Platform Optimization: Troubleshoot and support Genesys components, including the Orchestration Server, Rules Engine, Universal Routing Server (URS), reporting, and multichannel services.

• Amazon Connect Expertise: Apply knowledge of Amazon Connect to support contact center solutions, routing requirements, and related technical initiatives.

• Stakeholder Collaboration: Work closely with internal teams and clients to define technical requirements, develop routing architectures, and deliver effective solutions.

• Knowledge Sharing: Conduct technical knowledge-transfer sessions for clients and colleagues, promoting best practices and strengthening team expertise.

• Documentation and Communication: Maintain clear technical documentation, provide regular project status updates, and communicate technical decisions and progress effectively.

• Development Process Improvement: Contribute to configuration management, CI/CD practices, and continuous improvement initiatives that enhance development quality and delivery efficiency.

Requirements

• Professional Experience: More than 10 years of development experience with the Genesys Suite, particularly the Genesys Framework and contact center technologies.

• Amazon Connect: At least 4 years of experience working with Amazon Connect.

• Genesys Framework Expertise: Strong knowledge of Genesys CTI, Genesys SIP, Genesys Composer, ORS, Genesys OCS, Genesys Workspace, and Genesys eServices.

• Routing Development: Hands-on experience designing and developing routing applications for voice, IVR, and multichannel contact center platforms using Composer, IRD, and SCXML. VXML experience is an advantage.

• Genesys Administration Tools: Proficiency with CCpulse, Genesys Administrator Extension (GAX), and Genesys Administrator (GA).

• Platform Troubleshooting: Experience debugging routing solutions and investigating issues involving Genesys Orchestration Server, Genesys Rules Engine, URS, and related contact center components.

• Installation and Configuration: Practical experience installing, configuring, and developing Genesys solutions, including call flows and routing components.

• Software Delivery Practices: Knowledge of software development lifecycle (SDLC) processes and experience with CI/CD tools such as Jenkins and GitHub.

• Configuration Management: Experience using configuration management tools and maintaining consistent development and deployment environments.

• Database Knowledge: Familiarity with SQL and Cassandra is an advantage.

• Monitoring and Production Support: Experience troubleshooting routing issues in production environments is preferred. Knowledge of Splunk for monitoring and troubleshooting is a plus.

• On-Call Availability: Willingness to provide on-call support when required.

• Communication and Collaboration: Excellent communication and interpersonal skills, with the ability to collaborate effectively with technical teams, clients, and other stakeholders.

• Solution Architecture: Ability to design scalable routing architectures, provide technical guidance, and support customers throughout implementation and troubleshooting.

Benefits

• Remote Flexibility: Work from anywhere, with a remote-first working culture.

• Competitive Compensation: Access to a competitive compensation and benefits package.

• Health Insurance: Health insurance as part of the employee benefits offering.

• Relocation Support: Access to a relocation program, subject to applicable eligibility and program conditions.

• Professional Development: Opportunities for continued learning through certification programs, mentorship, and talent development initiatives.

• Career Growth: Access to internal mobility opportunities and professional growth programs.

• Global Projects: Collaborate on impactful technology initiatives for major international clients.

• Inclusive Work Environment: Join a multicultural, globally distributed team that values collaboration, open communication, and diverse perspectives.

• Team Engagement: Participate in team-building activities and company social events.

• Social Responsibility: Contribute to sustainability initiatives focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

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