Genesys Cloud Contact Centre & AI Voice Bot Engineer

dual-focused role

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.