Senior Software Engineer – Genesys IVR / Conversational AI

Position Summary

As a Software Engineer, you will work with a highly talented team delivering next‑generation customer self‑service solutions using Genesys technologies. The team leverages tools such as Microsoft Copilot and other AI technologies to improve productivity and accelerate solution delivery. The successful candidate will have significant experience across multiple software implementations and possess strong depth and breadth in IVR and Genesys technologies. Experience with conversational AI, chatbots, voice bots, and cloud‑based contact‑center platforms is highly desirable.

Responsibilities

• Design, develop, test, deploy, and support IVR, voice, and chat solutions in a cloud environment while following established engineering and quality best practices.
• Partner with business and technology teams to ensure solutions align with strategic objectives and deliver desired business outcomes.
• Drive the evolution of customer experiences by developing AI‑powered contact‑center capabilities, including conversational voice and chat solutions, intelligent automation, and virtual assistant technologies.

Required Qualifications

• Strong AI skills with experience in using Microsoft Copilot for data extraction, transformation, reporting, and analysis.
• Strong proficiency in handling senior management expectations – both technical and line‑of‑business.
• Excellent presentation, analytical, and problem‑solving abilities.
• Strong proficiency in SQL, including joins, aggregations, and optimization.
• Experience with data mapping, business‑rules documentation, and report validation.
• Ability to create reports, datasets, workflows, and analytical output using large volumes of data.
• Hands‑on experience with data extraction, transformation, reporting, and analysis.
• Ability to interpret business requirements and convert them into technical logic and reporting solutions.
• Experience in data quality checks, reconciliation, exception reporting, and metric generation.
• Skill in troubleshooting data issues, performance problems, and reporting discrepancies.
• Good communication skills for collaboration with business users, technology teams, and data stakeholders.
• Strong proficiency in UX/UI design using GitHub Copilot and Microsoft Copilot to rapidly create wireframes, user journeys, prototypes, and design specifications.
• Experience leveraging AI‑assisted development tools to generate front‑end code, reusable UI components, responsive designs, and accessibility‑compliant user experiences.
• Ability to translate business requirements into intuitive, user‑centric designs while collaborating effectively with product, business, and technology stakeholders.
• Analytical and design‑thinking skills with experience in usability testing, design optimization, rapid prototyping, and iterative enhancement of digital experiences.

Primary Skill

Genesys IVR

Pay

$60 per hour on a W‑2 basis.

Schedule

Hybrid role: 3 days onsite (Jersey City, NJ / Pennington, NJ) and 2 days remote.