Genesys Developer

About NationsBenefits:

At NationsBenefits, we are leading the transformation of the insurance industry by developing innovative benefits management solutions. We focus on modernizing complex back-office systems to create scalable, secure, and high-performing platforms that streamline operations for our clients. As part of our strategic growth, we are focused on platform modernization — transitioning legacy systems to modern, cloud-native architectures that support the scalability, reliability, and high performance of core back-office functions in the insurance domain.

We are seeking an experienced Genesys Cloud Developer to play a key role in the development, customization, and maintenance of Genesys Cloud IVR solutions. This position requires a strong understanding of contact center environments, telecommunications infrastructure, and unified communications. The role involves developing IVR flows, managing outbound campaigns, handling integrations, and providing critical support to ensure seamless operations.

Key Responsibilities:

• IVR & Agent Scripting: Design, develop, and customize IVR flows and agent scripts.
• Call Routing & Distribution:
  Implement automatic call distribution (ACD) and intelligent routing strategies.
• Outbound Campaign Management: Develop and manage outbound campaigns to enhance customer engagement.
• Voice Bot & AI Integration: Work with voice bots to improve automation and self-service capabilities.
• Integrations & API Development:
  Integrate Genesys Cloud with custom solutions, CRMs, and APIs.
• Performance Monitoring & Troubleshooting:
  Monitor system performance, diagnose issues, and implement optimizations.
• Telephony & Infrastructure Management:
  Configure and manage telephony infrastructure, including SIP and VoIP.
• Reporting & Analytics: Prepare analytical dashboards, wallboards, and operational intelligence reports.
• Identity & Access Management: Ensure secure user access and system compliance.
• 24/7 Critical Support: Provide round-the-clock support, ensuring high availability of contact center solutions.

Requirements:

• Education & Experience: BE/B. Tech Graduate with 3+ years of experience in Genesys Contact Center Solutions.
• Genesys Expertise: Hands-on experience with Genesys Cloud CX.
• Technical Knowledge: Strong understanding of contact center environments and unified communications.
• Process & Methodology: Familiarity with Agile and ITIL processes.
• Soft Skills: Excellent problem-solving skills, decision-making abilities, and communication skills.
• Work Flexibility: Ability to work in shifts, ensuring continuous support.

Preferred Qualifications:

• Telephony & VoIP Management:
  Experience in SIP, VoIP, and telephony configurations.
• Cloud & Automation: Exposure to cloud platforms and automation tools.
• Advanced Analytics: Experience in contact center reporting, dashboards, and analytics.