Developer, IT Platform Engineering (CCaaS)

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Job Title: Developer IT Platform Engineering (CCaaS)

Summary:

This is a development role supporting Genesys internal Contact Center as a Service (CCaaS) platform on Genesys Cloud. Youll work closely with senior developers and the product owner to build test and deploy flows bots and automations that improve the internal service experience for Genesys employees. This is a unique opportunity to gain deep exposure to Genesys Cloud technologies AI-enabled automation and enterprise-scale platform engineering.

Key Responsibilities:

• Develop and maintain Genesys Cloud Architect flows Bot Flows and Workflows supporting automation and self-service.
• Build Data Actions and ServiceNow integrations or workflow automation to streamline internal processes.
• Support implementation of Agentic AI and conversational features including knowledge surfacing summarization and routing logic.
• Collaborating on AIOps solutions to provide autonomous and self-healing IT solutions.
• Contribute to CI/CD pipelines for code promotion and validation.
• Test and validate automation deployments to ensure accuracy and performance.
• Document configurations changes and troubleshooting steps for knowledge reuse.
• Work under the guidance of senior developers and the manager to deliver sprint-based backlog items.
• Participate in daily standups reviews and retrospectives to ensure aligned progress.
• Proactively learn and apply Genesys Cloud capabilities to expand automation coverage.

Minimum Requirements:

• 3 years of experience developing or supporting CCaaS/contact center or automation solutions.
• Understanding of basic AI/NLU concepts and conversational design principles.
• Familiarity with REST APIs JSON and integration development.
• Exposure to ServiceNow or other workflow automation tools.
• Working knowledge of Git and modern DevOps practices.
• Some experience with scripting or programming (Python or TypeScript).
• Strong problem-solving ability and willingness to learn new technologies quickly.
• Effective communication and collaboration in a remote global team environment.
• Bachelors degree in computer science Engineering or related technical field.

Desirable Skills:

• Familiarity with CX-as-Code concepts or CI/CD pipelines for Genesys Cloud.
• Basic understanding of AWS concepts for event-driven automation.
• Experience with agile teams and sprint-based software delivery.

#LI-Hybrid

#LI-GR1

If a Genesys employee referred you please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying you or someone you know may contact us at .

You can expect a response within 2448 hours. To help us provide the best support click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationsuch as application follow-ups or resume submissionsmay not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.