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 6,000 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. You’ll 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, Node.js, or TypeScript).
- Strong problem-solving ability and willingness to learn new technologies quickly.
- Effective communication and collaboration in a remote, global team environment.
- Bachelor’s 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
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About Genesys:
Genesys® empowers more than 8,000 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 www.genesys.com.
Reasonable Accommodations:
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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 expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
Top Skills
What We Do
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
