Genesys Cloud Contact Centre – Routing Developer

Introduction

As an Application Developer, you will lead IBM into the future by translating system requirements into the design and development of customized systems in an agile environment. The success of IBM is in your hands as you transform vital business needs into code and drive innovation. Your work will power IBM and its clients globally, collaborating and integrating code into enterprise systems. You will have access to the latest education, tools and technology, and a limitless career path with the world’s technology leader. Come to IBM and make a global impact!

Your Role and Responsibilities

IBM Consulting Services helps our clients fundamentally redesign experiences to create new
sources of value, digitally reinvent their operations for great efficiency and transform their entire
enterprises through cognitive. We invite you to consider joining IBM’s global reach, outcome-
focused methodologies, domain skills and deep industry expertise that are helping transform the
way we live and work.

The Genesys Cloud Contact Centre Routing Developer is responsible for translating the client’s business requirements into specific application designs for large, complex or leading-edge Voice IVR solutions. This includes working with client personnel to identify functional requirements, lead others in the identification, justification, design and implementation of the client’s contact centre. The candidate should be comfortable working with clients from large organizations and will be required to facilitate workshops with clients from one of Canada’s leading FIs. The individual will be responsible for developing custom solutions that integrate and extend aspects of these solutions, enhance with AI capability and process automation. This candidate will need to work and cooperate closely with the project team but the broader combined IBM-client crew. The individual will need to perform project leadership roles with regards to contract and satisfaction delivery. The ideal candidate has experience developing in agile scrum and thrives in this environment.

• Minimum bachelor’s degree, or equivalent in Software Engineer, Computer Science or closely related field
• Familiarity with Genesys PureEngage Cloud Azure or on prem experience is a plus
• Experience with Contact Centre technology (Call Routing, IVR) and CCaaS vendors (Genesys, Twilio, Amazon Connect, Five-9s)
• 3+ years of hands-on experience in design and development of Call Routing and Self-Service application development (inbound voice IVR, queue, skill-based routing, conversational flows, etc.) – delivering solutions successfully to production
• Experience in application development lifecycle (Waterfall, Agile Scrum)
• The ability to design call flows from requirements documentation and workshops
• Intermediate coding experience in JavaScript
• Experience with call scripting, configuration, and other capabilities within Genesys PureEngage Cloud Azure
• Excellent communication skills and proven ability in conversating with developers, academic, client-facing and industry partners

• Knowledge of Genesys IVR development environments as asset
• Experience as a technical consultant is an asset
• Working knowledge of contact centre software and hardware, inclusive of security capabilities
• Genesys PureEngage Designer Certification is desired
• Working knowledge of PureEngage Cloud Azure Technologies (AWS, Azure, Google)
• Legally eligible to work in Canada without sponsorship