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 :