Job Description:

We are seeking a highly skilled Senior Offshore Genesys / Bot Development Engineer with strong expertise in Genesys contact center self-service solutions, Kore.ai conversational bot development, and enterprise system integrations.

The role involves designing, developing, integrating, and supporting voice and digital self-service solutions that enhance customer experience, improve automation, reduce agent transfers, and enable seamless interactions across contact center channels.

The ideal candidate will have hands-on experience with Genesys Cloud or Genesys Engage, strong Kore.ai bot development capabilities, and experience integrating conversational solutions with enterprise platforms such as SAP and Microsoft Azure-based services.

Key Responsibilities:

- Design, develop, and support self-service solutions across Genesys voice and digital channels.

- Build and enhance Kore.ai conversational bots, including:

1. Intents

2. Dialog flows

3. Entities

4. Business logic

5. API integrations

6. Agent handoff capabilities

- Integrate Genesys and Kore.ai platforms with SAP and other enterprise backend systems.

- Develop and support Azure-based integration components, APIs, logging, monitoring, and operational support solutions.

- Troubleshoot issues related to:

1. Bots

2. IVR flows

3. Routing

4. APIs

5. Self-service applications

6. Production environments

- Collaborate with onshore architects, business stakeholders, QA teams, and development teams to deliver reliable automation solutions.

- Prepare technical documentation, deployment guides, support handover documents, and operational materials.

- Participate in offshore delivery activities and independently manage assigned technical responsibilities.

Required Skills & Experience:

- Strong hands-on experience with Genesys Cloud or Genesys Engage.

- Proven experience in Kore.ai bot development and conversational AI solutions.

- Strong understanding of:

1. IVR design

2. Conversational AI

3. Contact center routing

4. Self-service workflows

5. Live-agent escalation and handoff patterns

- Experience integrating conversational platforms with SAP or enterprise backend systems.

- Strong knowledge of:

1. REST APIs

2. JSON

3. OAuth authentication

4. Webhooks

5. Middleware integration patterns

- Working experience with Microsoft Azure services, including:

1. Azure App Service

2. Azure Functions

3. Azure Key Vault

4. Azure Storage

5. Application Insights

- Strong troubleshooting, analytical, and communication skills.

- Ability to work independently in an offshore delivery environment.