Automation Developer

We are seeking a

Genesys AI Automation Specialist

to lead the development and integration of AI-driven features, including

bots (voice / chat), Agent Copilot , and

knowledge base integrations

within the Genesys Cloud CX environment. This role is central to delivering automation-first experiences and augmenting agent capabilities with AI tools.

Key Responsibilities :

Design, configure, and deploy

voicebots and chatbots

using Genesys Dialog Engine or third-party NLP platforms integrated with Genesys.

Implement

Agent Copilot features

to assist agents with real-time suggestions, guided workflows, and automation triggers.

Integrate and maintain

knowledge bases

and ensure accurate, contextual content is accessible across bots and Copilot.

Collaborate with business teams to define high-value use cases and conversational flows.

Work with APIs to connect bots with backend systems (CRM, ticketing, databases).

Define and monitor

AI KPIs

such as containment rate, bot deflection, and agent assist impact.

Continuously improve bot performance through training, analytics, and feedback loops.

Skills & Qualifications :

Experience in deploying conversational bots in

Genesys Cloud CX

(Dialog Engine, Bot Flows, Architect).

Familiarity with

natural language understanding (NLU)

platforms like Google Dialogflow, Amazon Lex, or OpenAI.

Experience in

Agent Assist / Copilot implementation

using Genesys AI or partner tools.

Strong knowledge of

knowledge base design , dynamic FAQs, and content optimization.

Good understanding of

REST APIs , webhooks, and data integration patterns.

Genesys AI-related certifications are a strong advantage.