Citizen Developer & Consultant specializing in Dynamics 365 CRM & Power Platform. Aiding customers in business process analysis and digital solutions creation.
About the role
- Principal Voicebot Developer designing, developing, and deploying AI-driven self-service and voicebot solutions. Collaborating with partners like Google and Amazon for exceptional customer experiences.
Responsibilities
- Lead the design, development, and testing of customized self-service IVR and AI-driven virtual agent applications using Genesys tools (Genesys Cloud Architect, Dialog Engine, and others).
- Partner with customers, business owners, and technical SMEs to define requirements, design call flows, and implement scalable, high-performance solutions.
- Drive architecture design and integration with external platforms including Google Dialogflow and Amazon Lex.
- Define and tune ASR grammars to optimize accuracy and performance in natural language understanding (NLU) and speech applications.
- Provide technical estimates and lead end-to-end solution delivery through agile methods.
- Mentor developers, influence best practices, and contribute to operational strategies that align with Genesys’ long-term vision.
- Collaborate cross-functionally with UI designers, QA engineers, product owners, and scrum masters to ensure quality outcomes.
- Execute test scripts, perform UAT and QA validation, and deliver solution knowledge transfer to customers and partners.
- Provide feedback to product and engineering teams regarding APIs, documentation, and product features.
- Demonstrate flexibility to support distributed global teams and customers across time zones.
Requirements
- Bachelor’s or Master’s degree in Computer Science, Engineering, or related field (or equivalent experience).
- 12+ years of software development or professional services experience, with 10+ years focused on IVR, routing, or AI-based bot development.
- Proven success leading technical project delivery and solution architecture initiatives.
- Expertise with speech and NLU platforms, including Genesys Cloud, Google Dialogflow, and Amazon Lex (webhook/fulfillment integration required).
- Experience defining and tuning ASR grammars and leveraging advanced speech recognition engines.
- Strong understanding of IVR architecture components such as telephony, caching, prompt servers, ASR, and diagnostics.
- Demonstrated ability to work in agile environments and drive user story creation and backlog prioritization.
- Hands-on programming experience in languages such as Java, C#, or Python.
- Strong analytical, problem-solving, and communication skills.
- Proven ability to manage customer relationships, navigate complex technical discussions, and resolve escalated issues.
- Must be able to work U.S. hours and travel up to 25%.
Benefits
- Medical, Dental, and Vision Insurance.
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off in addition to 10 paid holidays
- 401(k) matching program
- Adoption Assistance
- Fertility treatments
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