IVR Developer

6 days ago

Pune, Maharashtra, India Lakarya Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Role: Genesys Developer

No. of Openings : 4

Location: Pune/ Hyderabad (Onsite)

We are looking for an experienced IVR Genesys Developer with a strong background in Conversational AI and Chatbot development, particularly for voice-based solutions. The ideal candidate will design, develop, and enhance IVR applications using Genesys technologies while integrating advanced AI capabilities for natural and intuitive customer interactions.

Key Responsibilities:

  • Design, develop, and maintain IVR solutions using Genesys Engage or Genesys Cloud CX (PureCloud).
  • Implement voicebots and chatbots using Conversational AI platforms (e.g., Google Dialogflow, Nuance Mix, Amazon Lex, or Microsoft Bot Framework).
  • Integrate chat/voice bots with Genesys IVR flows and contact center platforms.
  • Develop and maintain call flows, voice prompts, and natural language processing (NLP) logic for enhanced self-service experiences.
  • Work with cross-functional teams to gather requirements and ensure seamless AI bot integration into customer journeys.
  • Troubleshoot production issues related to IVR/bot performance and behavior.
  • Optimize IVR and bot flows based on analytics and call outcomes.
  • Use scripting and APIs to enhance automation and backend integrations.

Required Skills & Experience:

  • 5+ years of experience in Genesys IVR development (e.g., Composer, Architect, Designer).
  • Experience in Conversational AI and NLP (e.g., Dialogflow, Lex, Nuance, or similar).
  • Solid understanding of voice and digital channels and their integration with contact centers.
  • Strong programming/scripting skills: Java, JavaScript, Python, or VXML.
  • Experience integrating bots with CRMs, backend services, and databases via APIs.
  • Familiarity with Omnichannel customer experience design principles.
  • Knowledge of call analytics, logging, and reporting tools (e.g., Genesys Analytics, Google Analytics).
  • Understanding of telephony concepts (SIP, CTI, call routing).
  • Experience with Agile/Scrum methodologies.

Preferred Qualifications:

  • Genesys certifications (e.g., Genesys Certified Professional).
  • Experience with speech recognition (ASR) and text-to-speech (TTS) engines.
  • Familiarity with CI/CD pipelines and cloud platforms (AWS, Azure, GCP).
  • Experience with customer sentiment analysis and AI model training.

Soft Skills:

  • Excellent communication and documentation skills.
  • Problem-solving and analytical thinking.
  • Ability to work independently and in collaborative environments.
  • Strong attention to detail and user experience.

Job Type: Contractual / Temporary

Experience:

  • IVR Developer: 4 years (Required)

Work Location: In person

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