Genesys Cloud Developer

Job title: Genesys Cloud Developer (AI & Digital)
Lancesoft/Parker Hannifin
Rate $55 an hour on C2C
= Location: Chicago, IL (Hybrid)= The Role
If you're passionate about building AI-driven bot flows, modern Web Messaging experiences, and intelligent routing on Genesys / Five9, we'd love to connect.
We are looking for a Senior Developer / Lead to join our client-based Digital Customer Experience team.
You will design, configure, and maintain cloud contact center solutions, focusing on:

• IVR call flows
• ACD configuration
• Advanced routing logic
• Genesys / Five9 Virtual Contact Center (VCC) platform

=' Key Responsibilities
1 IVR & Routing Design

• Develop, test, and implement complex IVR scripts
• Use Genesys / Five9 Studio for call flows
• Configure skills-based and intelligent routing
• Support global market requirements

2 AI & Digital Transformation

• Build and optimize AI-driven Intelligent Virtual Agents (IVA)
• Design conversational bot flows
• Automate customer interactions

3 System Configuration

• Configure inbound, outbound, and blended campaigns
• Set up ACD, voicemail, and routing rules
• Customize agent desktop environments

4 API & CRM Integration

• Use REST APIs (Genesys / Five9)
• Integrate with CRM systems like:
  • Salesforce
  • ServiceNow
  • Microsoft Dynamics
• Enable screen pops and data dips

5 Scripting & Optimization

• Develop JavaScript-based scripts
• Implement advanced call handling logic
• Automate validation and workflows

6 Reporting & Analytics

• Customize dashboards
• Track KPIs such as:
  • AHT (Average Handle Time)
  • SLA (Service Level Agreement)
  • ASA (Average Speed of Answer)

< What You'll Bring
Experience

• 5+ years in Contact Center Technology (CCaaS)
• Strong experience in AI development and Conversational AI

Technical Skills

• Deep expertise in IVR scripting and dialog design
• Strong JavaScript skills
• Experience working with RESTful APIs

Domain Knowledge

• Cloud Contact Center operations
• Modern digital messaging platforms (WhatsApp, Web Messenger, SMS)

Nice to Have

• Five9 platform experience

< Education

• B.E. / B.Tech / MCA
• Or equivalent degree in Computer Science or related field

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Terms & Conditions

1. Rate Inclusion
   All candidate submissions must include your margin in the billing rate.
2. Thorough Screening
   All candidates must be properly screened before submission. This includes verifying technical skills, communication ability, LinkedIn profile mismatch, experience, and overall suitability for the role.
3. Work Authorization Verification
   You must verify and confirm the candidate's work authorization status before submission.
4. H1B Candidate Verification
   For candidates on H1B visa, you must verify and confirm:
   • I-94 details
   • Recent travel history
   • Visa validity and status
   • Employer details
5. Accuracy of Information
   All details shared about the candidate (resume, visa status, experience, location, availability, etc.) must be accurate and verified. Any incorrect or misleading information may lead to disqualification of the candidate.
6. Candidate Consent
   Please ensure the candidate is informed about the role, location, rate, and client details before submission and has given clear consent to be represented.
7. Duplicate Submissions
   Candidates should not be submitted to the same client through multiple vendors. Duplicate submissions may lead to rejection.
8. Communication
   Any updates regarding interviews, offers, or candidate availability should be communicated promptly.