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Account Manager - Recruitment | Client Partner - TCS

We are seeking a highly skilled Genesys IVR Developer with hands-on experience in developing, customizing, and maintaining Genesys IVR solutions along with chatbot integration. The ideal candidate should have a strong background in Genesys platform (PureEngage or PureCloud), IVR flow design, and experience in building conversational AI/chatbot solutions using tools like Google Dialogflow, Amazon Lex, Nuance, or similar platforms.

Key Responsibilities:

• Design, develop, and deploy IVR call flows using Genesys Composer/Designer .
• Integrate Genesys IVR with chatbot frameworks (e.g., Google Dialogflow, Amazon Lex).
• Configure routing strategies and call flows using Genesys Routing Strategy Manager (RSM) or Architect .
• Build and maintain APIs/middleware for integrating backend systems (CRM, databases, etc.).
• Collaborate with business analysts and UX teams to optimize user journeys across IVR and chatbot.
• Perform unit testing, debugging, and performance tuning of IVR/chatbot systems.
• Monitor and troubleshoot IVR and chatbot issues in production environments.
• Document technical designs, processes, and configurations for ongoing support.

Required Skills:

• 4+ years of experience in Genesys IVR development (preferably on PureEngage or PureCloud).
• Experience in chatbot development using Google Dialogflow, Amazon Lex, Microsoft Bot Framework, or Nuance .
• Strong understanding of telephony concepts, SIP, CTI, and voice recognition (ASR/TTS) technologies.
• Experience with web services (REST/SOAP) integration.
• Knowledge of call recording, reporting (CCPulse/Genesys Reporting), and routing configuration .
• Familiarity with cloud contact center platforms (Genesys Cloud, AWS Connect, etc.) is a plus.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Other

Job function

• Job function

  Information Technology

• Industries

  Information Services

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