Automation Developer

We are seeking a Genesys AI Automation Specialist to lead the development and integration of AI-driven features, including bots (voice/chat), Agent Copilot , and knowledge base integrations within the Genesys Cloud CX environment.

This role is central to delivering automation-first experiences and augmenting agent capabilities with AI tools.
Key Responsibilities:
Design, configure, and deploy voicebots and chatbots using Genesys Dialog Engine or third-party NLP platforms integrated with Genesys.
Implement Agent Copilot features to assist agents with real-time suggestions, guided workflows, and automation triggers.
Integrate and maintain knowledge bases and ensure accurate, contextual content is accessible across bots and Copilot.
Collaborate with business teams to define high-value use cases and conversational flows.
Work with APIs to connect bots with backend systems (CRM, ticketing, databases).
Define and monitor AI KPIs such as containment rate, bot deflection, and agent assist impact.
Continuously improve bot performance through training, analytics, and feedback loops.
Skills & Qualifications:
Experience in deploying conversational bots in Genesys Cloud CX (Dialog Engine, Bot Flows, Architect).
Familiarity with natural language understanding (NLU) platforms like Google Dialogflow, Amazon Lex, or OpenAI.
Experience in Agent Assist/Copilot implementation using Genesys AI or partner tools.
Strong knowledge of knowledge base design , dynamic FAQs, and content optimization.
Good understanding of REST APIs , webhooks, and data integration patterns.
Genesys AI-related certifications are a strong advantage.