EY - GDS Consulting - AI Enabled Automation - Genesys - Senior

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Job Title : Senior Genesys IVR Developer

Job Description : We are seeking an experienced Senior Genesys IVR Developer to join our team and contribute to the development of our IVR and multichannel self-service systems. The ideal candidate will have a strong background in the Genesys platform, particularly Genesys Cloud CX Architect, and will focus on implementing technologies that enhance the customer experience. This role requires hands-on experience in building and maintaining voice and non-voice applications, with a solid understanding of Genesys components and a passion for delivering innovative contact center solutions.

Key Responsibilities :

• Lead the design, development, and maintenance of IVR applications and multi-channel self-service solutions on the Genesys platform.
• Implement and support complex IVR solutions for voice, chat, and other multimedia interfaces.
• Develop voice and chat bot solutions, integrating with Conversational AI platforms like
• Write VXML and other scripting code for IVR scripts and integrate with backend services using web services (REST / SOAP).
• Design and configure call routing, queues, and digital channels (, email, SMS, chat) using Genesys Cloud CX Architect.
• Collaborate with Technical Architects, Business Analysts, and cross-functional teams to ensure successful project execution and seamless customer journeys.
• Troubleshoot and resolve technical issues by analysing logs and identifying root causes.
• Perform unit testing, UAT support, and provide post-production issue resolution.
• Contribute to CI / CD processes for deploying IVR and chatbot flows using tools like Git, Jenkins, and Maven.
• Provide mentorship and code reviews for junior developers.
• Document development processes and best practices for IVR design and deployment.

Required Skills & Experience :

Soft Skills :

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