Sr. Technical Consultant - Conversational AI Delivery

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Job Description:

The SS&AI (Self Service and Artificial Intelligence) Team is a Professional Services team responsible for the design, development and testing of highly customized Self-service IVR and AI driven Bot applications across all Genesys platforms.  In this role, candidate will get exciting opportunities to work on the latest AI technologies to provide top class CX using inhouse Genesys bots as well as – Google, Amazon, Nuance etc. Services provided by the candidate will include software development and Architecture, Integration consulting, Agile leadership, team and project leading, customer training, team education and owning end to end delivery.

In this role, you will often be working closely with our customers (Business owners and technical SME’s), sales teams and internal Genesys Agile teams and must have superb interpersonal and communication skills, as well as the ability to work well within a fast-paced environment with tight deadlines.  This role is a senior contributor with the ability to lead major self-service project efforts through presales, discovery, and development, and come up with IVR and bot solution architectures.  The candidate should have both breadth and depth of technical knowledge and experience architecting and delivering IVR and bots (voice and chat).

You will also get the opportunity to work routing, AI-driven predictive routing, Generative AI, and IVR Applications built for Genesys Cloud solutions spanning DTMF through advanced speech and natural language applications with web service integration to 3rd party platforms. The goal of the role is always to provide the best customer experience for our customers and partners.

Responsibilities

• Participate in presales and discovery process, leading the SS&AI team efforts to understand customer needs and help identify, document and estimate self-service solutions.

• Participate in customer workshops to help design solutions using our products using awareness of Genesys and 3rd party product nuances.

• Maintain and keep up to date with changes in Genesys self-service technology and 3rd party bot platforms and associated AI technologies supported by professional services.

• Work with Genesys technical teams and business partners to design, develop and maintain Bots, IVR’s and routing applications for speech interactions and chat interactions.  Includes software architecting and development outside of Genesys platforms.

• Create accurate development effort estimates in collaboration with the sales team, sales engagement directors, team manager, Professional Services project managers or regional managers.

• Work with Product owner, Scrum master to drive user story creation and ownership for SSA owned epics for IVR, Routing and bots. Lead the SSA team delivery.

• Present and demonstrate proposed IVR solutions as required. Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary.

• Work as a team player to the organization. Providing feedback to the product organization about issues found in API’s, product, documentation or architectures.

Qualifications

• Hands on experience with software development/Professional services projects in a technical capacity

• Proven ability to deliver commercial AI bot applications, NLU, IVR speech applications, Routing and development experience in appropriate development tools, Advanced Speech Recognition engines.

• 5 + Years of experience with bot development including voicebots.

• Background implementing and deploying Conversational IVR and Conversational AI solutions.

• software development experience using languages such as JavaScript, Python, PHP, Java or C#.

• In depth understanding of the IVR and bot application architectures including web components,