EY - GDS Consulting - AIA - Genesys - Manager

At EY, we're all in to shape your future with confidence.

We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

Job Title : Manager 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 Kore.ai.
• 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 (e.g., email, SMS, chat) using Genesys Cloud CX Architect.
• Collaborate with Technical Architects, Business Analysts, and cross-functional teams toensure 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 :

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

Skills Required

ASR, Oauth, Java, gvp , Maven, Vxml, Sql, Spring, Jenkins, Git, Javascript, TTS, Ajax