Automation Developer

4 weeks ago

New Delhi, India Movate Full time

We are seeking aGenesys AI Automation Specialistto lead the development and integration of AI-driven features, includingbots (voice/chat), Agent Copilot , andknowledge base integrationswithin 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 deployvoicebots and chatbotsusing Genesys Dialog Engine or third-party NLP platforms integrated with Genesys. ImplementAgent Copilot featuresto assist agents with real-time suggestions, guided workflows, and automation triggers. Integrate and maintainknowledge basesand 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 monitorAI KPIssuch 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 inGenesys Cloud CX(Dialog Engine, Bot Flows, Architect). Familiarity withnatural language understanding (NLU)platforms like Google Dialogflow, Amazon Lex, or OpenAI. Experience inAgent Assist/Copilot implementationusing Genesys AI or partner tools. Strong knowledge ofknowledge base design , dynamic FAQs, and content optimization. Good understanding ofREST APIs , webhooks, and data integration patterns. Genesys AI-related certifications are a strong advantage.

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