IVR Genesys Developer

3 days ago

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

Role: Genesys Developer

Location: Hyderabad/Pune (Onsite)

Contract: 18 months with possible extension

Scope of Work:

We are required to provide 4 Genesys PS resources and 1 Architect with AI Bot expertise. The team will be based out of Client offices and will collaborate with the existing Client Genesys PS teams to capture and deliver the required solutions. Client Scrum masters currently oversee 3 teams as discovery and delivery phases run in parallel.

  • Phase 1: Support the migration of call flows from Avaya to Genesys.
  • Phase 2: Enhance the migrated call flows with Conversational AI features.

Skills Requirement:

  • 4 Genesys PS resources with AI Bot skills.

Duration of Engagement: 6 months.

Documentation Requirements: Yes. Documentation must follow the agreed template between Clients.

Features / Functionalities in Use:

  • API integration with the client.
  • Salesforce tight integration.
  • Genesys Pointillist.
  • Genesys Dialog Bot/Conversation AI for voice.
  • SMS and email functionalities.

Additional Features / Integrations Required: None at this stage.

AI / Bot Use Cases & Requirements:

  • Focus on the insurance segment, with approximately 110 intents expected for 14 Lines of Business (LOBs). This may change based on the discovery phase.

Hypercare Requirements: Yes.

Day 1 to Day 2 Transition Process:

Client plans to utilize their current Avaya Day 2 support team, currently being trained to support 2-3 LOBs as they are migrated. We will hand over to their Day 2 team after migration, though there may be scope for extending Day 2 support from client after 6 month.

Job Type: Contractual / Temporary

Contract length: 36 months

Experience:

  • IVR: 5 years (Required)
  • Genesys developer: 5 years (Required)
  • genesys cloud: 4 years (Preferred)
  • Chatbot: 4 years (Preferred)

Work Location: In person

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