EY - GDS Consulting - AIA - Genesys - Manager at EY

Hyderabad, Telangana, India -

Full Time

Start Date

Immediate

Expiry Date

15 Feb, 26

Salary

0.0

Posted On

17 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Genesys IVR Development, Genesys Cloud CX, JavaScript, VXML, Conversational AI, API Integrations, Call Routing, Troubleshooting, Agile Methodologies, Mentorship, CI/CD Processes, Speech Recognition, Text-to-Speech, Java, SQL, Analytical Skills

Industry

Professional Services

Description

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. Job Title: Manager Genesys IVR Developer Job Description: We are seeking an experienced Senior Genesys IVR Developer to join our team and contribute to the development of our IVR and multichannel self-service systems. The ideal candidate will have a strong background in the Genesys platform, particularly Genesys Cloud CX Architect, and will focus on implementing technologies that enhance the customer experience. This role requires hands-on experience in building and maintaining voice and non- voice applications, with a solid understanding of Genesys components and a passion for delivering innovative contact center solutions. Key Responsibilities: Lead the design, development, and maintenance of IVR applications and multi-channel self-service solutions on the Genesys platform. Implement and support complex IVR solutions for voice, chat, and other multimedia interfaces. Develop voice and chat bot solutions, integrating with Conversational AI platforms like Kore.ai. Write VXML and other scripting code for IVR scripts and integrate with backend services using web services (REST/SOAP). Design and configure call routing, queues, and digital channels (e.g., email, SMS, chat) using Genesys Cloud CX Architect. Collaborate with Technical Architects, Business Analysts, and cross-functional teams toensure successful project execution and seamless customer journeys. Troubleshoot and resolve technical issues by analysing logs and identifying root causes. Perform unit testing, UAT support, and provide post-production issue resolution. Contribute to CI/CD processes for deploying IVR and chatbot flows using tools like Git, Jenkins, and Maven. Provide mentorship and code reviews for junior developers. Document development processes and best practices for IVR design and deployment. Required Skills & Experience: 8+ years of hands-on experience in enterprise IVR development, with a focus on the Genesys platform, specifically Genesys Cloud CX, Genesys Composer, GRAT, and GVP. Minimum 8-11 years of experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Cloud CX. Genesys Cloud CX certified professional in one or more solution areas (e.g., Inbound, Outbound, Multi-channel, Integration). Advanced proficiency in JavaScript, VXML, and related web technologies, including asynchronous programming, AJAX, and API integrations. Thorough understanding of Genesys Architect Flows, Data Actions, OAuth, and Integrations objects. Experience with Genesys Agent Assist. Knowledge of speech recognition (ASR) and text-to-speech (TTS) technologies. Experience with other programming languages like Java, Spring, RESTful microservices,and SQL is a plus. Strong troubleshooting and analytical skills, particularly in distributed systems. Soft Skills: Strong communication and collaboration skills. Ability to work independently and in globally distributed teams. Problem-solving mindset and keen attention to detail. Agile and adaptable in a fast-paced, client-focused environment EY | Building a better working world EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

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Responsibilities

Lead the design, development, and maintenance of IVR applications and multi-channel self-service solutions on the Genesys platform. Collaborate with cross-functional teams to ensure successful project execution and seamless customer journeys.