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Primary Job Responsibilities:

We are seeking an experienced Genesys Architect Developer to join our Contact Center Technology team. The ideal candidate will be responsible for building, development, implementation, and support of Genesys Cloud routing solutions across multiple customer interaction channels.

This position demands solid practical knowledge of Genesys Cloud Architect, routing methods, multimedia interaction workflows, and enterprise contact center systems. The applicant must demonstrate a track record of providing scalable customer engagement solutions through Voice, IVR, Email, Chat, SMS, Callbacks, Outbound, and digital platforms.

The Genesys Architect Developer will work hand-in-hand with Product Managers, Business Analysts, Architects, and Engineering teams to develop and maintain enterprise-grade routing applications and customer experience solutions.

Key Responsibilities:

Build, develop, test, document, and support Genesys Cloud routing solutions using Architect, Call Flows, Message Flows, Email Flows, and Work Item Routing.
Architect and develop routing solutions based on business and product requirements.
Implement and maintain customer interaction solutions across Voice, IVR, Chat, Email, SMS, Callbacks, Outbound, and digital channels.
Develop and maintain routing strategies using service level, skill-based, data-supported, threshold-based, and multi-site routing criteria.
Build and manage Data Actions and integrate APIs within Genesys Cloud Architect flows.
Troubleshoot and resolve complex implementation and production issues.
Provide L3 production support for routing and interaction-related issues.
Manage code, configuration, and deployment processes across multiple environments.
Manage release processes and handle configuration transfers across different environments.
Conduct code reviews and offer technical mentorship and knowledge sharing within the team.
Collaborate with Product Managers, Business Analysts, Architects, and Engineers to build scalable enterprise contact center solutions.
Analyze routing changes and understand their impact on reporting and analytics.
Perform Genesys platform upgrades and support ongoing improvements.
Keep up to date with Genesys Cloud features, capabilities, and customer service industry trends.
Manage multiple projects simultaneously while balancing technical detail with overall business objectives.
Participate in architecture discussions and contribute to strategic contact center initiatives.

Required Qualifications:

At least 5 years of active experience building and sustaining Genesys Cloud Architect solutions.
Proven background in developing Call Flows, Message Flows, Email Flows, and digital interaction routing solutions.
Extensive experience with contact center technologies, operations, and customer interaction strategies.
Practical experience with Genesys multimedia routing encompassing Voice, Digital, and Outbound interactions.
Solid understanding of Genesys Cloud Architect, Configuration, and routing concepts.
Experience developing routing strategies based on:

Service Levels

1. Skill-based routing

Routing based on information stored in databases

1. Threshold routing

Multi-site routing

Experience crafting and integrating Data Actions and APIs within Architect flows.
Strong capability to fix problems, debug, and analyze logs.
Experience handling source control, release management, and configuration migrations.
Strong understanding of enterprise architecture and large-scale contact center environments.
Ability to work independently and prioritize multiple priorities in fast-paced environments.
Excellent communication and collaboration skills.

Preferred Qualifications:

Genesys Cloud certifications are highly preferred.
Experience working with Genesys Rule Authoring Tool (GRAT) and Genesys Rules Engine (GRE).
Experience supporting Conversational IVR and digital customer engagement solutions.
Familiarity with REST APIs, JSON, and integration frameworks.
Understanding of CRM integrations and customer service workflows.
Experience with Web Services and application servers such as Tomcat.
Experience with cloud-based contact center platforms and enterprise deployments.
Ability to guide junior developers and offer technical direction.

Education:

Bachelor’s degree in computer science, Telecommunications, Information Technology, or related field, or equivalent practical experience.

Additional Details

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

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