Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Job Description:The SS&AI (Self Service and Artificial Intelligence) Team is a Professional Services team responsible for the design, development and testing of highly customized Self-service IVR and AI driven Bot applications across all Genesys platforms. In this role, candidate will get exciting opportunities to work on the latest AI technologies to provide top class CX using inhouse Genesys bots as well as – Google, Amazon, Nuance etc. Services provided by the candidate will include software development and Architecture, Integration consulting, Agile leadership, team and project leading, customer training, team education and owning end to end delivery.In this role, you will often be working closely with our customers (Business owners and technical SME’s), sales teams and internal Genesys Agile teams and must have superb interpersonal and communication skills, as well as the ability to work well within a fast-paced environment with tight deadlines. This role is a senior contributor with the ability to lead major self-service project efforts through presales, discovery, and development, and come up with IVR and bot solution architectures. The candidate should have both breadth and depth of technical knowledge and experience architecting and delivering IVR and bots (voice and chat).You will also get the opportunity to work routing, AI-driven predictive routing, Generative AI, and IVR Applications built for Genesys Cloud solutions spanning DTMF through advanced speech and natural language applications with web service integration to 3rd party platforms. The goal of the role is always to provide the best customer experience for our customers and partners.ResponsibilitiesParticipate in presales and discovery process, leading the SS&AI team efforts to understand customer needs and help identify, document and estimate self-service solutions.Participate in customer workshops to help design solutions using our products using awareness of Genesys and 3rd party product nuances.Maintain and keep up to date with changes in Genesys self-service technology and 3rd party bot platforms and associated AI technologies supported by professional services.Work with Genesys technical teams and business partners to design, develop and maintain Bots, IVR’s and routing applications for speech interactions and chat interactions. Includes software architecting and development outside of Genesys platforms.Create accurate development effort estimates in collaboration with the sales team, sales engagement directors, team manager, Professional Services project managers or regional managers.Work with Product owner, Scrum master to drive user story creation and ownership for SSA owned epics for IVR, Routing and bots. Lead the SSA team delivery.Present and demonstrate proposed IVR solutions as required. Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary.Work as a team player to the organization. Providing feedback to the product organization about issues found in API’s, product, documentation or architectures.Qualifications Hands on experience with software development/Professional services projects in a technical capacityProven ability to deliver commercial AI bot applications, NLU, IVR speech applications, Routing and development experience in appropriate development tools, Advanced Speech Recognition engines.5 + Years of experience with bot development including voicebots.Background implementing and deploying Conversational IVR and Conversational AI solutions.software development experience using languages such as JavaScript, Python, PHP, Java or C#.In depth understanding of the IVR and bot application architectures including web components, telephony, caching, prompt servers, ASR and operational diagnostics.Familiarity with the following is a definite plusExperience with interaction design or working closely with VUI designersExperience with grammar development or working closely with speech scientistsPractical experience developing and deploying Genesys solutions with Genesys tools such as Genesys Cloud, Architect, Dialog Engine Bot Flows, Composer, Designer and Intelligent Automation. Experience with Dialog flow, Lex, or Nuance Mix and developing bots with other AI platforms.GCP or AWS certificationCompensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $121,500.00 - $238,400.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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