Call center Developer

Responsibilities:

# Development and maintenance of voice applications (IVR) in the Genesys GVP environment using Genesys Composer.

# Building, maintaining and improving routing strategies in Genesys systems, with a deep understanding of the routing model, queues, skills, rounding, times and availability.

# Development of voice solutions and routing processes tailored to business requirements, while linking customers, representatives and information systems.

# Support for call center processes: routing, CTI, recordings, ANI/DNIS identification, data-based routing and business dynamics.

# Integration with third-party systems: CRM, TTS/ASR, SQL/MONGO, corporate information systems.

# Development of REST/SOAP-based interfaces, using VoiceXML, GRXML, ECMA/JavaScript technologies.

#Support in the transition to the Genesys Cloud environment while meeting hybrid work requirements (on-prem & cloud).

#Ongoing work with information systems, call center, infrastructure and project teams.

Mandatory requirements:

# Proven experience in developing IVR applications based on Genesys GVP using Composer.

# Practical experience in developing and implementing routing strategies in Genesys systems (Routing Strategy, IRD or similar).

# In-depth understanding of the Call Center world: queues, call routing, skills, CTI.

# Proficiency in JavaScript and SQL – for developing logic, retrievals, and integration with databases.

# Proficiency in VoiceXML, ECMA Script, XML/JSON, HTTP/S.

# Experience in integrating with CRM and TTS/ASR engines.

Advantages:

# Experience with Genesys Cloud (Architect) – including process development and familiarity with the cloud architecture.

# Experience with CI/CD, Jenkins, Git, Docker.

# Additional knowledge of Java / Python.

# Experience in On-Prem to Cloud migration projects.

# Experience working with Genesys monitoring and logging tools.