Genesys Developer

Key Responsibilities:

• Lead the migration of existing CRM/contact center solutions from KANA (Verint/KANA Enterprise) to Genesys Cloud/Genesys Engage.
• Analyze current KANA configurations, workflows, and APIs, and design equivalent functionality within Genesys.
• Develop, configure, and customize Genesys solutions including interaction flows, routing strategies, IVR, and digital channels.
• Integrate Genesys with CRMs, databases, and third-party applications via REST APIs, web services, or middleware.
• Collaborate with stakeholders to gather requirements, define use cases, and translate them into technical solutions.
• Support testing, defect resolution, and validation of migrated features.
• Monitor and optimize the performance of Genesys applications and services.
• Provide production support during and post-migration phases.

Required Skills and Experience:

• 10+ years of experience in developing and implementing Genesys solutions (Genesys Cloud/Genesys Engage preferred).
• Strong experience with KANA/Verint CRM platforms, including workflow customization and data handling.
• Proven track record of successful KANA to Genesys migration projects.
• Solid understanding of contact center operations, IVR design, and omnichannel customer engagement.
• Proficiency in Genesys Designer, Composer, Architect, Interaction Routing, and Reporting (Pulse/CCPulse).
• Experience with REST APIs, web services, JSON, XML, and integration frameworks.
• Knowledge of cloud platforms (AWS/Azure/GCP) is a plus.
• Strong problem-solving skills and ability to work independently or in a team environment.
• Excellent communication and documentation skills.

Preferred Qualifications:

• Genesys Certifications (GCP, GDE, or similar).
• Experience with Verint WFO/WFM tools.
• Exposure to Agile/Scrum methodologies.
• Experience with CI/CD pipelines and DevOps practices.

Education:

• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent work experience)