Professional Services Principal AI Voicebot Developer

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

The SS&AI (Self Service and Artificial Intelligence) Team is a Professional Services team responsible for the design, development and testing of highly customized Self-service IVR and AI driven Bot applications (Virtual Agents) across all Genesys platforms. In this role, candidate will get exciting opportunities to work on latest AI technologies to provide top class CX using inhouse Genesys bots as well as - Google, Amazon, and others.

Services provided by the candidate will include software development and Architecture design, Integration consulting, Agile leadership, customer training, team education and owning end to end delivery.

As a Principal Voicebot Developer, you will often be working closely with our customers (Business owners and technical SME's) and internal Genesys Agile teams and must have superb interpersonal and communication skills, as well as the ability to work well within a fast-paced environment with tight deadlines. Be a thought leader for the organization, providing mentoring and establishing operational plans to achieve organizations strategic goals.

The successful candidate will work closely with other team members, including Team leads, user interface designers, product owners, scrum masters and quality assurance engineers to develop AI-driven voice bot and IVR applications for our customers using the Genesys Development tools (Genesys Cloud Architect). Consultants get the opportunity to also work routing, AI driven predictive routing and IVR Applications built for Genesys Premise and Cloud solutions spanning DTMF through advanced NLU speech applications with web service integration to 3rd party platforms.

The goal of the role is always to provide the best customer experience for our customers and partners.

• Responsible for managing project initiatives of strategic importance to the organization.
• Participate in customer workshops and design call flows using our products using design best practices and awareness of product nuances.
• Work with Genesys technical teams and business partners to design, develop and maintain IVR's, NLU Intent-based Bots and routing applications for DTMF and speech interactions.
• Experience defining ASR grammars, and tuning process.
• Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers or regional managers.
• Works on significant and unique issues where analysis of situations or data requires an evaluation of broadly defined variables. Requires conceptual thinking to understand advanced issues and implications. Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results. Accountable for results, which may impact their entire function or geography.
• Work with Product owner, Scrum master to drive user story creation and ownership for SSA owned epics for IVR, Routing and bots. Lead the SSA team delivery.
• Present and demonstrate proposed IVR solutions as required. Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary.
• Create and execute test scripts for call flow and other logic and leverage existing Genesys tools (logs, reporting) to provide UAT and QA support.
• Communicate within the global community respecting cultural, language and time zone variations.
• Demonstrate flexibility to adjust working hours to match customer and team interactions.
• Work as a team player to the organization. Providing feedback to the product organization about issues found in API's, product, documentation or architectures.

• BS/MS/BA or equivalent in Computer Science, Engineering or related field preferred.
• 12 + Years of experience leading software development/Professional services projects in a technical capacity.
• 10 + Years of experience with commercial IVR applications, Routing, Bots and development experience in appropriate development tools, Advanced Speech Recognition engines. Additional computer languages such as PHP, Java or C# is a plus.
• 5+ Years of experience working with bots on platforms like Google Dialogflow and Amazon Lex. Must include webhook/fulfillment experience and development skills.
• 5+ Years of experience working in an Agile…