Genesys Senior Developer / Functional Consultant

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

Location - Malvern, PA , Charlotte NC, Dallas TX and New York City NY

Job Description - Grade Specific

We are looking for a highly experienced Genesys Senior Developer / Functional Consultant with 5 to 9 years of hands-on experience in developing and implementing multichannel self-service IVR and OmniChannel Orchestration Routing using Genesys Cloud CX. The ideal candidate will have a strong background in customer interaction solutions across various channels and deep expertise in third-party integrations and Genesys AI capabilities.

Key Responsibilities:

• Design and implement Voice and Non-Voice applications including Chat, SMS, Email, and Bots using Genesys Cloud CX Architect.
• Develop and integrate third-party services such as AWS Lambda, Lex, Polly, Workday, and CRM Dynamics.
• Deliver customer interaction solutions across IVR, Web, Messaging/Chat, SMS, Social Media, and Genesys Agent Copilot.
• Utilize Genesys AI features to enhance customer experience and automation.
• Ensure robust integration with internal and external systems using Genesys Framework.
• Implement Self-Service and Analytics solutions with speech-based interfaces and dynamic menus tailored to customer treatment strategies.
• Evaluate and apply speech recognition technologies from vendors like Amazon, Genesys, and Nuance.
• Leverage Genesys Developer APIs for WFM, Reporting, and Analytics.
• Work across complex development environments and multiple platforms.
• Collaborate effectively in a remote, virtual, and global team environment.

Required Qualifications:

• 5 to 9 years of experience in Genesys application development.
• Strong hands-on experience with Genesys Cloud CX Architect.
• Proven track record in OmniChannel orchestration and self-service IVR development.
• Experience with third-party integrations including AWS, Workday, and CRM platforms.
• Deep understanding of speech recognition technologies and vendor ecosystems.
• Proficiency in Genesys AI, WFM, Reporting, and Analytics using developer APIs.
• Genesys Cloud CX certification in one or more solution areas (Inbound, Outbound, Multichannel, Recording, Reporting).
• Excellent communication and problem-solving skills.

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

Disclaimer:-

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

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