Position Description

Experience

Total IT Experience: 3 to 5+ years in software development or contact center

engineering.

Relevant Experience: 3+ years of hands-on, dedicated experience designing,

developing, and deploying solutions on the Genesys Cloud CX platform.

Specialized Experience: Proven track record of building complex IVR call flows

and implementing conversational AI (Voicebots/Chatbots) using Genesys

AI/Dialog Engine

We are seeking a highly skilled Genesys Cloud Contact Center Developer with a solid specialization in IVR development and Genesys AI. In this role, you will be responsible for the end-to-end design, development, and implementation of intelligent, omnichannel contact center workflows. You will play a critical role in transforming our customer experience by automating interactions, deploying conversational AI, and ensuring seamless integration between Genesys Cloud and our core enterprise systems.

Key Responsibilities:

IVR & Flow Development: Design, build, test, and deploy complex IVR call flows, bot flows,



and routing logic using Genesys Cloud Architect. Ensure flows are optimized for high performance, fault tolerance, and minimal customer friction.
AI & Bot Implementation: Lead the development and tuning of Genesys Dialog Engine Bot Flows for both voice and digital channels. Build Natural Language Processing (NLP) intents, utterances, and slots to create highly accurate conversational self-service experiences.
Agent Experience Enhancement: Implement Genesys Agent Assist and predictive routing solutions to empower service desk agents with real-time recommendations, knowledge base surfacing, and optimized interaction delivery.
Systems Integration: Develop custom Data Actions to integrate the Genesys platform with internal REST APIs, CRMs (e.g., Salesforce), and third-party SaaS applications, enabling personalized, data-driven customer journeys.
Testing & Optimization: Conduct rigorous unit, integration, and load testing for all cu

📌 Genesys Cloud Contact Center Developer (Bengaluru)
🏢 CGI
📍 Bengaluru