Developer

ICBC; North Vancouver; Hybrid; CAD 82,000 - 88,000; Full time

Job summary

ICBC is seeking a skilled contact centre technology specialist to design, configure, and support Genesys Cloud CX in a hybrid role based in North Vancouver, BC. You will work with engineers and business users to implement integrations, develop AI solutions, and ensure reliable 24/7 operation of the SaaS platform.

Minimum 3+ years with Genesys Cloud CX and API-based integrations, plus AWS experience, are required.

Qualifications

• 3+ years of experience supporting Contact Centre technologies and enterprise applications.
• 3+ years hands-on experience with Genesys Cloud CX administration, configuration, and development.
• Experience with Architect, Routing, Data Actions, Digital Channels, Analytics, and WEM.
• API and integration development using REST, JSON, SDKs, and OAuth.
• AWS services including Lambda, API Gateway, Lex, DynamoDB, and CloudWatch.
• Knowledge of SIP, VoIP, telephony routing, and omnichannel contact centre technologies.

Responsibilities

• Configure and support Genesys Cloud CX including Architect Flows, Routing, Queues, Skills, Digital Channels, and Workforce Engagement capabilities.
• Design, develop, and maintain integrations using Genesys Cloud APIs, SDKs, REST services, OAuth, Data Actions, and Webhooks.
• Develop conversational AI solutions including voice bots, chatbots, and self-service experiences using Genesys and AWS technologies.
• Integrate contact centre platforms with enterprise applications, CRM systems, and other business services.
• Participate in solution design, testing, deployments, production support, change management, and CAB activities.

Skills

Genesys Cloud CX administration

Contact centre technologies

Enterprise applications

APIs and integrations

AWS services

VoIP/telephony

Omnichannel contact centre

Tools

REST

JSON

SDKs

OAuth

AWS Lambda

AWS API Gateway

AWS Lex

AWS DynamoDB

CloudWatch

Job description

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Hours of Work: 7.5 hours per day - 5 day week (M-F)

Work Arrangement: Hybrid 8

Salary Range: $81736.20 - $88288.20 Annually

Location: North Vancouver, British Columbia, Canada

We welcome applications from all qualified job seekers. Should you require any accommodations, including alternative interview formats, assistance with online assessments, or an ASL interpreter, throughout the application or hiring process, please email your request to [e-mail] – we are committed to ensuring an accessible experience for all candidates.

At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we’ve created two talent communities for Indigenous Peoples and People with Disabilities. By joining one of these communities, you’ll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you’re welcome to apply for jobs at ICBC whether or not you join a talent community.

We look forward to hearing from you!

This position is responsible for the design, configuration, development, integration, deployment, and sustainment of Contact Centre technologies for Genesys Pure Cloud Solution. The focus is primarily on operational support working with other senior Genesys engineering specialists, business users and teams in configuration changes, incident triage and support for this SaaS solution. This is not a full stack development role but provides opportunity to extend DevOps and automation skills as we look to extend the capabilities and features of this best-in-class solution.

• Configure and support Genesys Cloud CX including Architect Flows, Routing, Queues, Skills, Digital Channels, and Workforce Engagement capabilities.
• Design, develop, and maintain integrations using Genesys Cloud APIs, SDKs, REST services, OAuth, Data Actions, and Webhooks.
• Develop conversational AI solutions including voice bots, chatbots, and self-service experiences using Genesys and AWS technologies.
• Integrate contact centre platforms with enterprise applications, CRM systems, and other business services.
• articipate in solution design, testing, deployments, production support, change management, and CAB activities.

Position Requirements:

• 3+ years of experience supporting Contact Centre technologies and enterprise applications.
• 3+ years hands-on experience with Genesys Cloud CX administration, configuration, and development.
• Experience with Architect, Routing, Data Actions, Digital Channels, Analytics, and WEM.
• API and integration development using REST, JSON, SDKs, and OAuth.
• AWS services including Lambda, API Gateway, Lex, DynamoDB, and CloudWatch.
• Knowledge of SIP, VoIP, telephony routing, and omnichannel contact centre technologies.

Preferred Qualifications:

• Genesys Cloud CX Professional, Architect, Developer, or Integration certifications.
• Experience with contact centre modernization, cloud migration, and AI solutions.

About us:

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Checkout our ICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.
• Resident – you will work at your primary in-office headquarters on all scheduled work days.
• Hybrid 8 – you will work a minimum of 2 days per week at your primary office headquarters, subject to operational requirements. The remaining days will be remote within British Columbia.
• Hybrid 10 – you will follow a schedule that alternates between 5 consecutive in-office days at your primary office headquarters and 5 consecutive remote workdays (typically one week in and one week out), subject to operational requirements. The remaining days will be remote within British Columbia.
• Mobile – you will work a significant amount of time in the field, in addition to working from an office and optionally working remotely within British Columbia.
• Remote – you will work remotely from within British Columbia, with one required visit to your primary office per month.

Only candidates legally entitled to work in Canada will be considered for this position.