Senior Developer, Platform Engineering (CCaaS)

Genesys • Full-time • Chennai (Flexible), India • 1d ago

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.

Title: 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, you’ll 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.
Bachelor’s 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.

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.