Genesys Architect Developer

At eBay were more than a global ecommerce leader were changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. Were committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass authenticity thrives bold ideas are welcome and everyone can bring their unique selves to work every day. Were in this together sustaining the future of our customers our company and our planet.

Join a team of passionate thinkers innovators and dreamers and help us connect people and build communities to create economic opportunity for all.

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:

Bachelors 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 you have a need that requires accommodation please contact us at. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBays commitment to ensuring digital accessibility for people with disabilities.

We use cookies to enhance your experience and may use AI tools for administrative tasks in the hiring process. To learn how we handle your personal data and use AI responsibly please visit ourTalent Privacy Notice Privacy Center and AI Hiring Guidelines.