Job description

To Apply for this Job Click Here Job Title: Software Engineer III Location Requirements: Onsite in Charlotte, NC; hybrid with three days per week in the office; open to remote for the right candidate Job Type: Contract Role Overview: You will design, develop, deploy, and support customer-facing voice automation and call-routing solutions. You will work on Genesys Cloud CX, building Bots, Architect flows, and integrations. Your work will include troubleshooting, monitoring, and supporting enterprise contact center operations to ensure smooth customer interactions. Responsibilities: • Design, develop, test, and maintain Genesys Cloud Voice Bots, NLU bots, and AVA solutions using intents, utterances, entities, slots, prompts, tasks, and reusable modules • Build production-quality Architect flows with authentication, self-service, routing, callback, transfer, retry, no-input/no-match, exception handling, and agent escalation • Tune NLU models and conversational journeys based on recognition, containment, abandonment, transfer, and unrecognized-utterance data • Apply standards for flow design, naming, versioning, documentation, testing, promotion, and production validation • Configure and troubleshoot queues, skills, schedules, emergency groups, transfer paths, and advanced routing strategies • Develop and support Genesys call routing, including CE43 flows and operational procedures • Assess routing changes regarding customer experience, agent operations, reporting, and downstream systems • Configure and support Genesys Cloud Analytics and Reporting, including dashboards, performance views, historical analysis, scheduled reporting, and KPIs • Implement and support real-time and historical analytics and reporting capabilities • Establish monitoring and alerts for IVR or bot failures, routing issues, abnormal transfers, queue thresholds, containment issues, and other critical conditions • Define thresholds, notification channels, escalation paths, runbooks, and validation procedures • Integrate Genesys telemetry with enterprise observability tools like Splunk, Dynatrace, AWS EventBridge, or CloudWatch • Create secure integrations utilizing Genesys Cloud Data Actions, REST APIs, JSON, web services, AWS, CRM, and backend systems • Troubleshoot incidents across telephony, Architect, bots, routing, integrations, reporting, permissions, and network dependencies • Participate in root-cause analysis, change management, disaster recovery, and compliance activities • Collaborate with business, operations, architecture, application, infrastructure, cybersecurity, analytics, and vendor teams • Document solutions, create flow diagrams, support documentation, runbooks, and knowledge articles Required Qualifications: • Bachelor’s degree or equivalent practical experience, with five or more years in contact center technology and at least three years of hands-on Genesys Cloud CX development • Deep experience with Genesys Architect and production Voice Bot, NLU bot, and Genesys Virtual Agent (AVA) design and development • Hands-on expertise with Genesys call routing, including the CE43 flow, queues, skills, schedules, and transfer strategies • Experience configuring Genesys Cloud Analytics and Reporting, including A3S real-time and historical capabilities, monitoring, alerts, dashboards, and operational KPIs • Experience with Data Actions, REST APIs, JSON, and secure enterprise integrations • Strong troubleshooting, documentation, communication, and ownership skills, including production support and cross-functional collaboration • Ability to work a hybrid schedule in Charlotte, NC, with three days per week in the office To Apply for this Job Click Here Equal Employment Opportunity Statement Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.

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Must-haves

To Apply for this Job Click Here
Job Title: Software Engineer III
Location Requirements: Onsite in Charlotte, NC; hybrid with three days per week in the office; open to remote for the right candidate
Job Type: Contract
Design, develop, test, and maintain Genesys Cloud Voice Bots, NLU bots, and AVA solutions using intents, utterances, entities, slots, prompts, tasks, and reusable modules
Build production-quality Architect flows with authentication, self-service, routing, callback, transfer, retry, no-input/no-match, exception handling, and agent escalation
Tune NLU models and conversational journeys based on recognition, containment, abandonment, transfer, and unrecognized-utterance data
Apply standards for flow design, naming, versioning, documentation, testing, promotion, and production validation
Configure and troubleshoot queues, skills, schedules, emergency groups, transfer paths, and advanced routing strategies
Develop and support Genesys call routing, including CE43 flows and operational procedures
Assess routing changes regarding customer experience, agent operations, reporting, and downstream systems
Configure and support Genesys Cloud Analytics and Reporting, including dashboards, performance views, historical analysis, scheduled reporting, and KPIs
Implement and support real-time and historical analytics and reporting capabilities
Establish monitoring and alerts for IVR or bot failures, routing issues, abnormal transfers, queue thresholds, containment issues, and other critical conditions
Define thresholds, notification channels, escalation paths, runbooks, and validation procedures
Integrate Genesys telemetry with enterprise observability tools like Splunk, Dynatrace, AWS EventBridge, or CloudWatch
Create secure integrations utilizing Genesys Cloud Data Actions, REST APIs, JSON, web services, AWS, CRM, and backend systems
Troubleshoot incidents across telephony, Architect, bots, routing, integrations, reporting, permissions, and network dependencies
Participate in root-cause analysis, change management, disaster recovery, and compliance activities
Collaborate with business, operations, architecture, application, infrastructure, cybersecurity, analytics, and vendor teams
Document solutions, create flow diagrams, support documentation, runbooks, and knowledge articles
Bachelor’s degree or equivalent practical experience, with five or more years in contact center technology and at least three years of hands-on Genesys Cloud CX development
Deep experience with Genesys Architect and production Voice Bot, NLU bot, and Genesys Virtual Agent (AVA) design and development
Hands-on expertise with Genesys call routing, including the CE43 flow, queues, skills, schedules, and transfer strategies

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