A Genesys Developer and Support qualified requires a combination of cloud contact center architecture, API integration, and troubleshooting skills
Key Responsibilities
- - APIs and SDKs: Proficiency with Genesys Cloud Developer Center REST APIs, WebSockets, and SDKs in languages like JavaScript, Python, Java, or C#.
- Authentication: Strong grasp of OAuth 2.0 protocols (Client Credentials and Authorization Code grants, scopes, tokens).
- Architect and IVR: Designing interactive voice response (IVR) flows, inbound/outbound routing, and Natural Language Understanding (NLU) integrations using Genesys Cloud Architect.
- Data Actions &
- Integrations:
Building custom data actions to connect Genesys Cloud with external CRM or third-party web services.
- Infrastructure &
- Automation:
Basic understanding of cloud infrastructure, AWS (like Lambda),
and infrastructure-as-code tools like Terraform
Skill Requirements
Must Have Skill
C++,Java,Python
Good to Have Skill
Other Requirements
- - Troubleshooting &
- Diagnostics:
Investigating system incidents, analyzing conversation and notification IDs, and reviewing console logs.
- Platform Administration: Understanding roles, permissions, divisions, and user/queue management to resolve configuration issues.
- Analytics &
- Reporting:
Navigating the Analytics API and reporting frameworks to track performance metrics and resolve data discrepancies.
- Incident Management: Managing ticketing workflows (such as ServiceNow) and coordinating with cross-functional or onshore/offshore teams for urgent fixes.