Genesys Cloud Contact Center Developer

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 strong 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 custom flows. Continuously monitor IVR/Bot performance, analyzing containment rates, abandon rates, and speech recognition accuracy to tune the AI models.
• Consulting & Architecture: Collaborate with business analysts, operations managers, and UI/UX designers to translate business requirements into scalable technical designs. Provide best-practice recommendations for contact center architecture.
  
  

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.

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