Automation Developer

3 weeks ago

Chennai Tamil Nadu India, Tamil Nadu Movate Full time

We are seeking a Genesys AI Automation Specialist to lead the development and integration of AI-driven features, including bots (voice/chat), Agent Copilot, and knowledge base integrations within the Genesys Cloud CX environment. This role is central to delivering automation-first experiences and augmenting agent capabilities with AI tools.

Key Responsibilities:

  • Design, configure, and deploy voicebots and chatbots using Genesys Dialog Engine or third-party NLP platforms integrated with Genesys.
  • Implement Agent Copilot features to assist agents with real-time suggestions, guided workflows, and automation triggers.
  • Integrate and maintain knowledge bases and ensure accurate, contextual content is accessible across bots and Copilot.
  • Collaborate with business teams to define high-value use cases and conversational flows.
  • Work with APIs to connect bots with backend systems (CRM, ticketing, databases).
  • Define and monitor AI KPIs such as containment rate, bot deflection, and agent assist impact.
  • Continuously improve bot performance through training, analytics, and feedback loops.

Skills & Qualifications:

  • Experience in deploying conversational bots in Genesys Cloud CX (Dialog Engine, Bot Flows, Architect).
  • Familiarity with natural language understanding (NLU) platforms like Google Dialogflow, Amazon Lex, or OpenAI.
  • Experience in Agent Assist/Copilot implementation using Genesys AI or partner tools.
  • Strong knowledge of knowledge base design, dynamic FAQs, and content optimization.
  • Good understanding of REST APIs, webhooks, and data integration patterns.
  • Genesys AI-related certifications are a strong advantage.

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