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.