Developer, IT Platform Engineering (CCaaS)

Summary:

This is a development role supporting Genesys internal Contact Center as a Service (CCaaS) platform on Genesys Cloud. Youll work closely with senior developers and the product owner to build, test, and deploy flows, bots, and automations that improve the internal service experience for Genesys employees. This is a unique opportunity to gain deep exposure to Genesys Cloud technologies, AI-enabled automation, and enterprise-scale platform engineering.

Key Responsibilities:

• Develop and maintain Genesys Cloud Architect flows, Bot Flows, and Workflows supporting automation and self-service.

• Build Data Actions and ServiceNow integrations or workflow automation to streamline internal processes.

• Support implementation of Agentic AI and conversational features, including knowledge surfacing, summarization, and routing logic.

• Collaborating on AIOps solutions to provide autonomous and self-healing IT solutions.

• Contribute to CI/CD pipelines for code promotion and validation.
• Test and validate automation deployments to ensure accuracy and performance.
• Document configurations, changes, and troubleshooting steps for knowledge reuse.
• Work under the guidance of senior developers and the manager to deliver sprint-based backlog items.
• Participate in daily standups, reviews, and retrospectives to ensure aligned progress.
• Proactively learn and apply Genesys Cloud capabilities to expand automation coverage.

Minimum Requirements:

• 3+ years of experience developing or supporting CCaaS/contact center or automation solutions.
• Understanding of basic AI/NLU concepts and conversational design principles.
• Familiarity with REST APIs, JSON, and integration development.
• Exposure to ServiceNow or other workflow automation tools.
• Working knowledge of Git and modern DevOps practices.
• Some experience with scripting or programming (Python, Node.js, or TypeScript).
• Strong problem-solving ability and willingness to learn new technologies quickly.
• Effective communication and collaboration in a remote, global team environment.
• Bachelors degree in computer science, Engineering, or related technical field.

Desirable Skills:

• Familiarity with CX-as-Code concepts or CI/CD pipelines for Genesys Cloud.
• Basic understanding of AWS concepts for event-driven automation.
• Experience with agile teams and sprint-based software delivery.