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Genesys Self Service and AI Implementation PS Consultant in Indianapolis, Indiana

The SSandAI (Self Service and Artificial Intelligence) Team is a Professional Services team responsible for the design, development and testing of highly customized Self-service IVR and AI driven Bot applications across all Genesys platforms. In this role, candidate will get exciting opportunities to work on latest AI technologies to provide top class CX using inhouse Genesys bots as well as Google, Amazon etc. Services provided by the candidate will include software development and Architecture, Integration consulting, Agile leadership, customer training, team education and owning end to end delivery.As a PS Implementation Consultant you will often be working closely with our customers (Business owners and technical SMEs) and internal Genesys Agile teams and must have superb interpersonal and communication skills, as well as the ability to work well within a fast-paced environment with tight deadlines.The successful candidate will work closely with other team members, including Team leads, user interface designers, product owners, scrum masters and quality assurance engineers to develop IVR and bot applications for our customers using the Genesys Development tools (Composer, Designer, Intelligent Automation and Genesys Cloud). Consultants get the opportunity to also work routing, AI driven predictive routing and IVR Applications built for Genesys Premise and Cloud solutions spanning DTMF through advanced speech applications with web service integration to 3rd party platforms. The goal of the role is always to provide the best customer experience for our customers and partners.RESPONSIBILITIESIn this role, the primary responsibilities will include (but are not limited to):* Participate in customer workshops and design call flows using our products using design best practices and awareness of product nuances* Work with Genesys technical teams and business partners to design, develop and maintain IVRs, Bots and routing applications for DTMF and speech interactions* Create accurate development effort estimates in collaboration with the team manager, Professional Services project managers or regional managers* Work with Product owner, Scrum master to drive user story creation and ownership for SSA owned epics for IVR, Routing and bots. Lead the SSA team delivery* Present and demonstrate proposed IVR solutions as required. Perform knowledge transfer of the delivered solutions at the conclusion of the engagement as necessary* Create and execute test scripts for call flow and other logic and leverage existing Genesys tools (logs, reporting) to provide UAT and QA support* Communicate within the global community respecting cultural, language and time zone variations* Demonstrate flexibility to adjust working hours to match customer and team interactions* Work as a team player to the organization. Providing feedback to the product organization about issues found in APIs, product, documentations or architecturesQUALIFICATIONS* BS/MS/BA or equivalent in Computer Science, Engineering or related field. Computer Science , major preferred* 8 years experience in software development/Professional services projects in a technical capacity* Experience with commercial IVR applications, Routing, Bots and development experience in appropriate development tools, Advanced Speech Recognition engines. Additional computer languages such as PHP, Java or C# is a plus* Experience working with bots on platforms like Google Dialogflow and Amazon Lex. Must include webhook/fulfillment experience and development skills* Experience working in an Agile environment* Demonstrated experience in a customer facing role and handled difficult customer situations* Understanding of the IVR application architecture including web components, telephony, caching, prompt servers, ASR and operational diagnostics* Ability to work independently on routine duties or projects with general instructions on new assignments. Ability to take initiative and work on new product features*

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