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India
Remote only
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Genesys Routing Developer based in India.
The Senior Genesys Routing Developer will lead the design, development, and implementation of advanced contact center routing solutions using the Genesys Engage platform. This role combines deep technical expertise with hands-on development, solution architecture, and client-facing consulting. You will build secure, reliable routing applications for voice, IVR, and multichannel environments while supporting integrations and complex troubleshooting. Working closely with technical teams and stakeholders, you will contribute throughout the software development lifecycle, from planning and design to testing and deployment. You will also share technical knowledge, mentor colleagues, and help customers optimize their contact center operations. This is an opportunity to work on impactful global technology projects within a collaborative, multicultural, and innovation-focused environment.
Routing Solution Design and Development: Lead the architecture, design, development, and implementation of routing solutions on the Genesys Engage Contact Center Platform.
Application Development: Develop, review, and maintain secure, high-quality production code for voice, IVR, and multichannel routing applications.
Genesys Platform Configuration: Perform installation, configuration, and development activities involving Genesys technologies, including Voice SCXML Call Flow, GA, GAX, OPM, and GRAT.
Routing Workflow Engineering: Design and develop routing workflows using Genesys Composer, IRD, and SCXML, ensuring reliable call flows and effective orchestration.
Technical Troubleshooting: Analyze Genesys logs, investigate routing and application issues, debug complex problems, and implement solutions to maintain production stability.
Software Development Lifecycle: Participate in all project phases, including requirements analysis, planning, implementation, testing, deployment, and ongoing support.
Platform Optimization: Troubleshoot and support Genesys components, including the Orchestration Server, Rules Engine, Universal Routing Server (URS), reporting, and multichannel services.
Amazon Connect Expertise: Apply knowledge of Amazon Connect to support contact center solutions, routing requirements, and related technical initiatives.
Stakeholder Collaboration: Work closely with internal teams and clients to define technical requirements, develop routing architectures, and deliver effective solutions.
Knowledge Sharing: Conduct technical knowledge-transfer sessions for clients and colleagues, promoting best practices and strengthening team expertise.
Documentation and Communication: Maintain clear technical documentation, provide regular project status updates, and communicate technical decisions and progress effectively.
Development Process Improvement: Contribute to configuration management, CI/CD practices, and continuous improvement initiatives that enhance development quality and delivery efficiency.
Professional Experience: More than 10 years of development experience with the Genesys Suite, particularly the Genesys Framework and contact center technologies.
Amazon Connect: At least 4 years of experience working with Amazon Connect.
Genesys Framework Expertise: Strong knowledge of Genesys CTI, Genesys SIP, Genesys Composer, ORS, Genesys OCS, Genesys Workspace, and Genesys eServices.
Routing Development: Hands-on experience designing and developing routing applications for voice, IVR, and multichannel contact center platforms using Composer, IRD, and SCXML. VXML experience is an advantage.
Genesys Administration Tools: Proficiency with CCpulse, Genesys Administrator Extension (GAX), and Genesys Administrator (GA).
Platform Troubleshooting: Experience debugging routing solutions and investigating issues involving Genesys Orchestration Server, Genesys Rules Engine, URS, and related contact center components.
Installation and Configuration: Practical experience installing, configuring, and developing Genesys solutions, including call flows and routing components.
Software Delivery Practices: Knowledge of software development lifecycle (SDLC) processes and experience with CI/CD tools such as Jenkins and GitHub.
Configuration Management: Experience using configuration management tools and maintaining consistent development and deployment environments.
Database Knowledge: Familiarity with SQL and Cassandra is an advantage.
Monitoring and Production Support: Experience troubleshooting routing issues in production environments is preferred. Knowledge of Splunk for monitoring and troubleshooting is a plus.
On-Call Availability: Willingness to provide on-call support when required.
Communication and Collaboration: Excellent communication and interpersonal skills, with the ability to collaborate effectively with technical teams, clients, and other stakeholders.
Solution Architecture: Ability to design scalable routing architectures, provide technical guidance, and support customers throughout implementation and troubleshooting.
Remote Flexibility: Work from anywhere, with a remote-first working culture.
Competitive Compensation: Access to a competitive compensation and benefits package.
Health Insurance: Health insurance as part of the employee benefits offering.
Relocation Support: Access to a relocation program, subject to applicable eligibility and program conditions.
Professional Development: Opportunities for continued learning through certification programs, mentorship, and talent development initiatives.
Career Growth: Access to internal mobility opportunities and professional growth programs.
Global Projects: Collaborate on impactful technology initiatives for major international clients.
Inclusive Work Environment: Join a multicultural, globally distributed team that values collaboration, open communication, and diverse perspectives.
Team Engagement: Participate in team-building activities and company social events.
Social Responsibility: Contribute to sustainability initiatives focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.