Genesys Cloud Contact Centre & AI Voice Bot Engineer
Summary
Designs and maintains cloud contact centre solutions on Genesys Cloud CX and conversational AI voice bots on Google Dialogflow CX/ES and Google CES AI Agents. Day to day: building IVR/call flows, omnichannel routing, REST integrations, CI/CD (Archy/Terraform), and tuning voice bot UX, NLU, and bot-to-agent handoffs.
We are looking for an experienced engineer to design, develop, and maintain our cloud-based contact centre and conversational AI solutions. This is a dual-focused role requiring equal proficiency in Genesys Cloud CX and Google Dialogflow / Google CES AI Agents (or equivalent AI Voice/Bot platforms). You will drive automation, enhance customer experience, and ensure seamless integration across platforms.
What You'll Do
Genesys Cloud CX
- Build and optimize inbound call flows, IVR, and email flows using Genesys Architect with robust error handling and reusability.
- Configure Web Messaging, Email, Work Items, and Workflows for omnichannel routing and process automation.
- Design Agent Scripts and Screen Pops with CRM-based integrations.
- Create integrations, data actions, and webhooks using REST APIs for connectivity with SAP, GCP, and other external systems.
- Manage queue configuration, ACD routing, and skills-based routing.
- Build reports, dashboards, and analytics views using native Genesys Cloud reporting tools.
- Manage DevOps and CI/CD pipelines using Archy, Terraform, or similar frameworks.
Conversational AI Voice Bots & Virtual Agents
- Design and maintain Google Dialogflow CX/ES virtual agents and Google CES AI Agents, including intent/entity design, flow building, NLU training, and webhook fulfillment.
- Apply voice engineering best practices – STT/TTS configuration and tuning, DTMF handling, barge-in and interruption management, silence/timeout handling, and graceful error recovery.
- Design Voice UX following best guiding principles – clear and concise prompts, progressive disclosure, confirmation strategies, appropriate pacing, and empathetic tone for natural voice bot interactions.
- Integrate voice bots with Genesys Cloud CX for seamless bot-to-agent handoff.
- Continuously improve bot performance through analytics, conversation logs, and NLU tuning.
Cross-Functional
- Work closely with CRM teams, particularly SAP CRM, ensuring seamless data flow, case management, and platform integration.
- Troubleshoot production issues across voice, email, digital, and bot channels.
- Participate in Agile ceremonies – requirements gathering, solution design, and sprint planning.
- Maintain technical documentation, data dictionaries, and solution architecture artifacts.