Job Description

Overview:
THE ROLE: (Small summary of what you are looking for)
The Contact Center Developer II is responsible for testing, implementing, and supporting all Contact Center software applications and activities. This role provides consultation and direct technical support in life cycle planning, problem management, integration, and configuration. Acts as the technical lead for all projects related to the development of new systems or the upgrade of existing systems, architecture, applications, or technology capabilities in support of Contact Center and major voice telephony needs. HOW YOU WOULD CONTRIBUTE: (Responsibilities and tasks associated with the job) •limit to 8-10 bullets

• Be a core developer to handle the contact center technology needs across the APAC and EMEA-I.
• Handle the Genesys Cloud CX Architect to efficiently integrate the IVR applications with the web services (SOAP/REST) for caller validation and credit card payment processing.
• Administer the telephony needs based on the business requirements in the Genesys Cloud CX.
• Explore the multi-channel integrations such chat, email, and social media in Genesys Cloud CX.
• Integrate WhatsApp to the Genesys Cloud CX by developing the agent interaction along with the payment processing capabilities.
• Customize reports in Genesys Cloud CX using Power Automate, Power BI and Power Query.
• Ability to learn and integrate Genesys Cloud CX with Conversation AI.
• Knowledge in Cisco CVP Call Studio development & Cisco UCCX scripting will be essential.

WHAT'S SPECIAL ABOUT THE TEAM: (Give insight to the team dynamic and environment)
You'll collaborate with a globally dispersed team of subject matter experts, pooling insights, and expertise to address evolving business requirements. Structured around regional time zones, the team ensures a healthy work-life balance, supporting each country during its designated hours. The integration of cutting-edge technologies like conversational AI and WhatsApp payment fuels a perpetual learning journey, offering ample opportunities to expand your knowledge and refine your skill set. SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL: (List requirements, including education and experience needed for the job) •limit 6-7 bullets Skills

• Strong attention to detail, problem-solving skills, and verbal/written communication with both technical and non-technical audiences
• Applied knowledge of technologies such as Oracle PL/SQL, MS SQL, SMSS, JavaScript, HTML, VXML, XML, CSS, JSON, C#, Java, and MS Visio.
• Applied knowledge of creating and / or consuming API's, web services (SOAP/REST), DLL to integrate the Genesys Cloud CX IVR with features such as caller validation, credit card secure payment, post call survey, WhatsApp, Messaging, Chat, and email.
• Applied intermediate knowledge of voice and / or non-voice interaction flow design, development, Unit Testing, QA, and deployment as it relates to projects in contact center.
• Expert knowledge in Genesys Cloud CX platform including the Administration, Architecture, Reports & Analytics, Quality and the WFM.
• Familiar with voice integrations such as SIP, WebRTC, TCP and UDP.
• Basic knowledge in Power BI customization with the integration of Genesys Cloud CX.
• Ability to work on the Power Automate and Power Query to enhance the day-to-day support operations with enhancements.
• Experience in designing, planning, and implementing contact center solutions including the on-premises Cisco PCCE, Cisco UCCX.
• Must have good verbal, written, interpersonal, and presentation skills, able to work constructively in an international team environment.
• Ability to solve practical problems and carry out responsibilities under general to minimal supervision by organizing the workload.
• Strong customer service/business handling skills and fluent in English.
• Ability to interact effectively at all levels with sensitivity to cultural diversity.
• Ability to adapt as the external environment and organization evolves.

Experience: Required • 5+ years supporting Contact Center and Telephony integrated applications, to include but not limited to enterprise IVR environment, Workforce and Quality Management, Reporting, Telephony configuration.

Preferred • Preferred: 7+ years supporting Contact Center and Telephony integrated applications.
• 3+ years of strong hands-on experience in Genesys Cloud CX Architect.

Education: Required • BA or BS Degree in Computer Science, Computer Engineering, or 7+ years equivalent experience.

Preferred • Industry Certifications - Genesys Cloud CX Developer, Genesys Cloud CX Specialist.

Principles & Related Competencies: Ethical • Complies with policies and procedures; Takes the high road and upholds our values; Maintains confidentiality; Acts with integrity, honesty and respect.

Leader • Meets challenges head on to uphold quality standards, productivity goals, and values; Sets an example, building a culture of trust, transparency, and open communication; Is aligned with organizational direction

Collaborative • Works cooperatively with others offers and accepts help; Freely shares information as appropriate; Open to and willing to provide feedback; Strong contributor to the team's results; Celebrates the individual and the team; Ability to clearly communicate.

Looks Beyond Oneself • (Team Player) Demonstrates humility and willingness to recognize and give credit to others; Works well alongside people of different backgrounds and ideas; Builds good relationships with others; Values Distributors and teammates.

Drives Innovation • Add value through: Proposing ideas and creative solutions to employee, distributor and/or customer challenges; Listening to and respecting others ideas through collaborating and helping develop those suggestions; Driving ideas forward to implementation.

Delivers Change • Delivers Change Through: Adapting to different working environments; Responding positively to change including new duties and assignments.




Qualifications:

Please review EMEA&I Description box