Senior Developer, Platform Engineering (CCaaS)

Summary

This is a senior engineering role responsible for designing, developing, and deploying Genesys Cloud-based automations, workflows, and AI-driven enhancements for Genesys internal Contact Center as a Service (CCaaS) platform. As part of the IT Platform Development team, youll help build and extend flows, bots, and integrations that improve self-service and internal support experiences across Genesys. This role combines deep technical expertise in Genesys Cloud with the opportunity to innovate using AI and automation technologies at enterprise scale.

Key Responsibilities

• Design and develop Genesys Cloud Architect flows, Dialog Engine Bot Flows, and Knowledge Workbench assets.

• Build and support Data Actions, Workflows, and ServiceNow integrations to automate internal service processes.

• Implement Agentic AI-driven features such as conversational bots, topic/sentiment analytics, predictive routing, and summarization.

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

• Contribute to the design and operation of CI/CD pipelines for flows, bots, and integrations, ensuring safe and repeatable deployments.
• Write production-quality, reusable code or scripts to support automation, integration, and monitoring functions.
• Collaborate with the product owner and manager to refine backlog items, estimate effort, and plan sprint deliverables.
• Participate in peer reviews, testing, and release validations to ensure high-quality, reliable deployments.
• Monitor flow and bot performance, analyze trends, and propose improvements to enhance automation accuracy and containment.
• Maintain detailed documentation for flows, integrations, and deployment procedures.

Minimum Requirements

• 5+ years of experience designing and implementing CCaaS or contact center automation solutions.
• Solid understanding of AI-driven contact center capabilities, including natural language understanding and predictive routing.
• Proficiency with ServiceNow or equivalent workflow automation platforms.
• Familiarity with CI/CD pipelines and Git-based source control.
• Experience developing integrations using REST APIs, JSON, and OAuth authentication.
• Ability to code in a modern scripting or programming language

  (Python, Node.js, or TypeScript).

• Working knowledge of AWS concepts such as Lambda, Event Bridge, or Secrets Manager.
• Strong analytical and problem-solving skills; ability to debug complex systems.
• Excellent communication and teamwork skills across distributed teams.
• Bachelors degree in computer science, Engineering, or related discipline.

Desirable Skills

• Familiarity with AIOps or observability tools for flow monitoring and automation success tracking.
• Background integrating ServiceNow and Genesys Cloud for self-service workflows.
• Exposure to agile methodologies, DevOps culture, and sprint-based delivery.