Technical lead - Python, C++, Java

HCLTech · United States

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Job Summary

A Genesys Developer and Support professional requires a combination of cloud contact center architecture, API integration, and troubleshooting skills

Key Responsibilities

    • APIs and SDKs: Proficiency with Genesys Cloud Developer Center REST APIs, WebSockets, and SDKs in languages like JavaScript, Python, Java, or C#.
    • Authentication: Strong grasp of OAuth 2.0 protocols (Client Credentials and Authorization Code grants, scopes, tokens).
    • Architect and IVR: Designing interactive voice response (IVR) flows, inbound/outbound routing, and Natural Language Understanding (NLU) integrations using Genesys Cloud Architect.
    • Data Actions & Integrations: Building custom data actions to connect Genesys Cloud with external CRM or third-party web services.
    • Infrastructure & Automation: Basic understanding of cloud infrastructure, AWS (like Lambda), and infrastructure-as-code tools like Terraform

Skill Requirements

Other Requirements

    • Troubleshooting & Diagnostics: Investigating system incidents, analyzing conversation and notification IDs, and reviewing console logs.
    • Platform Administration: Understanding roles, permissions, divisions, and user/queue management to resolve configuration issues.
    • Analytics & Reporting: Navigating the Analytics API and reporting frameworks to track performance metrics and resolve data discrepancies.
    • Incident Management: Managing ticketing workflows (such as ServiceNow) and coordinating with cross-functional or onshore/offshore teams for urgent fixes.

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