Hallmark Global Technologies - Buffalo, NY
posted about 1 month ago
Full-time - Mid Level
Buffalo, NY
Professional, Scientific, and Technical Services
About the position
The Sr Genesys Cloud CX Developer is responsible for designing and developing various call flows, including inbound, outbound, email, and chat interactions, utilizing Genesys Cloud API and data inputs. This role involves scripting for screen pops and ensuring seamless call flow transitions, while also providing support for ongoing IVR changes and mentoring team members.
Responsibilities
- Developing inbound call flows using data inputs, data actions, and Genesys Cloud API.
- Creating in-queue flow, outbound flow, email, and chat interactions.
- Scripting for screen pop and updating scripts in call flows before transferring calls.
- Providing Business As Usual (BAU) IVR call flow change support.
- Supporting new call flow builds and mentoring/coaching team members.
- Performing elevated troubleshooting for call flows.
Requirements
- 5 to 10+ years of Voice and Omnichannel experience required.
- Experience with Jira.
- Agile methodology experience.
- Strong troubleshooting skills.
