Genesys Cloud Developer

We are seeking a skilled Genesys Cloud Developer with hands-on experience in designing, developing, and maintaining contact center solutions using Genesys Cloud CX (formerly PureCloud). The ideal candidate will have a solid background in IVR flows, integrations via APIs, and custom application development in cloud environments. You will collaborate closely with architects, business stakeholders, and QA teams to deliver scalable and high-performing customer engagement solutions.

Key Responsibilities :

- Design, develop, and maintain Genesys Cloud CX solutions including Architect call flows, bots, and integrations.

- Build and manage inbound/outbound call flows, IVR applications, ACD routing, call recording, and chatbots using Architect.

- Integrate Genesys Cloud with external systems via RESTful APIs, webhooks, middleware, or data buses.

- Develop and manage custom applications and microservices supporting Genesys Cloud functionality.

- Implement event-driven architecture using Genesys EventBridge, AWS Lambda, or similar services.

- Support and enhance WEM (Workforce Engagement Management) features like Quality Management,

Performance Dashboards, and Workforce Management (WFM).

- Configure user roles, permissions, queues, and routing policies within Genesys Cloud Admin.

- Monitor and optimize system performance, routing logic, and error handling.

- Troubleshoot production issues and provide Tier 2/3 support for critical issues.

- Participate in agile ceremonies, sprint planning, and peer code reviews.

- Create and maintain documentation for call flows, system integrations, and deployment processes.

Technical Skills Required :

- Genesys Cloud CX (PureCloud) : Architect Flows, IVR, ACD, Chat, Email, Messaging

- Scripting Languages : JavaScript, Python (preferred for Lambda or cloud functions)

- Web Development (optional) : React/Angular for custom agent/CRM UIs

- API Integration : RESTful APIs, JSON, OAuth2

- Middleware Tools : Mulesoft, Dell Boomi, or custom microservices (optional)

- Cloud Platforms : AWS / Azure Lambda, API Gateway, S3, CloudWatch

- CI/CD Tools : Git, Jenkins, Azure DevOps

- Monitoring & Logging : Genesys tools, CloudWatch, Kibana, or similar

Preferred Certifications :

- Genesys Cloud Certified Professional (Architect or Developer) Preferred

- AWS or Azure Fundamentals / Developer certification (plus point)