What are the responsibilities and job description for the Genesys IVR Tech Lead position at Tech One IT?
Genesys IVR Tech Lead
Location-Cary, NC or Clarks Summit, PA (Local Candidates Only)
Job Summary
We are seeking an experienced Genesys IVR Tech Lead to design, develop, and implement advanced IVR solutions using Genesys PureCloud (Genesys Cloud). The ideal candidate will have strong expertise in IVR call flow design, secure integrations, and bot development, along with hands-on experience working with CTI systems and APIs.
Key Responsibilities
- Design and develop IVR solutions and call flows, ensuring high performance and scalability
- Build and implement secure IVR flows, including authentication and data protection mechanisms
- Develop and integrate voice bots / conversational bots within IVR systems
- Work extensively with Genesys PureCloud (Genesys Cloud) platform
- Implement and support CTI (Computer Telephony Integration) solutions
- Integrate IVR systems with backend services using REST/SOAP APIs
- Handle JSON/XML payloads for system communication and data exchange
- Collaborate with cross-functional teams including architects, developers, and business stakeholders
- Troubleshoot and resolve production issues related to IVR and telephony systems
- Provide technical leadership, mentorship, and guidance to the development team
Required Skills (Essential)
- Strong experience as a Genesys Tech Lead
- Hands-on expertise in Genesys PureCloud / Genesys Cloud
- In-depth knowledge of IVR call flow design & development
- Experience in secure IVR implementation and bot integration
- Solid understanding of CTI systems
- Proficiency in REST APIs and SOAP services
- Experience working with JSON and XML payloads
Preferred Skills (Desirable)
- Experience as a Genesys IVR Tech Lead
- Exposure to advanced automation and conversational AI bots within Genesys
- Knowledge of contact center best practices and optimization