Automation Developer

2 days ago

Chennai, India 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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