Genesys at Apolis

Job Title: Genesys Developer
Location: CA (Remote)
Employment Type: Contract

Job Description:
We are looking for a highly skilled Genesys Developer with expertise in Interactive Voice Response (IVR), Workforce Management (WFM), Cloud technologies, and speech & text analytics. The ideal candidate will have deep knowledge of Genesys platforms and will be responsible for designing, developing, and optimizing solutions to enhance customer experience and improve operational efficiency in a cloud-based contact center environment. This is a unique opportunity to work on cutting-edge technologies and deliver world-class solutions for our clients.

Key Responsibilities:

• Design, develop, and implement IVR solutions with a focus on queuing and routing strategies to optimize customer interactions.
• Integrate and enhance Workforce Management (WFM) solutions to ensure effective scheduling and resource management.
• Leverage cloud technologies (AWS, Azure, or other) to build scalable and secure contact center applications on the Genesys platform.
• Utilize speech and text analytics to enhance customer interactions, providing actionable insights and improving operational performance.
• Collaborate with business stakeholders to understand requirements and translate them into technical solutions.
• Troubleshoot and resolve complex issues related to Genesys platform integrations and workflows.
• Stay updated on Genesys technology advancements, trends, and best practices, and provide recommendations for continuous improvement.
• Ensure high performance, scalability, and security in all solutions delivered.

Qualifications:

• Proven experience working with the Genesys platform, with a focus on IVR development (queuing, routing).
• Expertise in Workforce Management (WFM) solutions and integrations.
• Strong knowledge of Cloud technologies (AWS, Azure, or similar).
• Experience with speech and text analytics tools and methodologies.
• Solid understanding of contact center operations, including queuing theory and customer interaction workflows.
• Strong problem-solving skills and attention to detail with a customer-first approach.
• Excellent communication skills and ability to work in a team-oriented environment.

• Experience with Genesys Cloud solutions and APIs.
• Familiarity with Agile development practices.
• Prior experience in optimizing large-scale contact center environments.