Hyniva is a dynamic and innovative technology company dedicated to delivering cutting-edge cloud-based customer engagement solutions. We empower businesses to create seamless and exceptional contact center experiences for their customers. Join our growing team and be a part of shaping the future of customer interaction.

About the Role :

Hyniva is seeking a talented and experienced Genesys Developer with 4-7 years of experience to join our team. In this role, you will be instrumental in designing, developing, and implementing robust Genesys Cloud solutions that enhance customer engagement and streamline contact center operations. If you are passionate about creating seamless customer experiences and thriving in a collaborative environment, we encourage you to apply.

Key Responsibilities

- Genesys Cloud API Integrations : Develop and maintain complex integrations using Genesys Cloud APIs to connect with various external systems and applications.

- IVR Flow Customization : Design, develop, and optimize Interactive Voice Response (IVR) flows to provide intuitive and efficient customer self-service options.

- Routing Strategy Implementation : Create and implement intelligent routing strategies to ensure customer interactions are directed to the most appropriate agents, optimizing efficiency and customer satisfaction.

- Real-time Dashboard Development : Customize and develop real-time dashboards within Genesys Cloud to provide comprehensive insights into contact center performance and agent activity.

- Web Chat Implementation : Implement and configure web chat functionalities, enabling seamless text-based communication between customers and agents.

- Reporting Tools Development : Develop and customize reporting tools to extract meaningful data from Genesys Cloud, supporting informed decision-making and performance analysis.

- Cross-Platform System Integrations : Architect and implement integrations between Genesys Cloud and various cross-platform systems, ensuring data flow and process synchronization.

- Technical Issue Resolution & Debugging : Proactively identify, debug, and resolve technical issues related to Genesys Cloud implementations, ensuring platform reliability and optimal performance.

- Collaboration with Business Teams : Collaborate closely with business stakeholders to gather requirements, understand their needs, and translate them into effective Genesys Cloud solutions.

- Solution Architecture Documentation : Create and maintain comprehensive documentation for solution architecture, design specifications, and implementation details.

Required Skills and Qualifications :

- 4 - 7 years of hands-on experience as a Genesys Developer, specifically with Genesys Cloud (formerly PureCloud).

- Strong experience in developing integrations using Genesys Cloud APIs.

- Proven expertise in customizing and optimizing IVR flows.

- Demonstrated ability to design and implement complex routing strategies.

- Experience in creating and customizing real-time dashboards within Genesys Cloud.

- Proficiency in implementing web chat solutions.

- Experience with Genesys reporting tools and data extraction.

- Solid understanding and practical experience with cross-platform system integrations.

- Strong debugging and problem-solving skills to ensure platform reliability.

- Excellent communication and collaboration skills to work effectively with business teams.

- Ability to document solution architecture clearly and comprehensively.

Preferred Qualifications :

- Genesys Cloud certifications are a strong plus.

- Experience with other Genesys products is beneficial.

- Familiarity with cloud platforms (e.g., AWS, Azure, GCP) is an advantage.

- Knowledge of scripting languages (e.g., JavaScript, Python) relevant to Genesys integrations.