Senior Genesys Cloud Engineer — IVR, Bots & Integrations

BMO; Toronto; On-site; CAD 56,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

BMO Financial Group is seeking a skilled Genesys Cloud specialist to drive the full software development lifecycle, translate requirements into features, and ensure high-quality testing and maintenance of call center solutions. You will contribute to security planning, design specifications, and system integration across digital channels.

The role requires extensive experience with Genesys Cloud CX/Architect, digital channels, and WFM/KM modules, plus strong API and integration capabilities with

Qualifications

• 3+ years of hands-on experience with Genesys Cloud CX development and configuration.
• Ability to participate in an on-call duty and provide after-hours support as required to ensure timely resolution of critical issues and business continuity.
• Strong experience with Genesys Cloud Architect for IVR, inbound/outbound call flows, menus, routing, prompts, schedules, and data actions.
• Strong knowledge of Genesys Cloud Voice, including: ACD and call routing, Queues and skills, DID and telephony configuration, SIP / BYOC concepts, Call recording, Callbacks, transfers, and voicemail.
• Hands-on experience with Genesys Cloud Digital channels, including: Web Messaging, SMS, Email, Digital routing.
• Experience with Genesys Cloud bot/chatbot development, including conversational flows, intents, self-service, fallback handling, and bot-to-agent escalation.
• Hands-on experience with Genesys Cloud Workforce Management (WFM), including forecasting, scheduling, planning groups, work plans, adherence, intraday management and time off balance module.
• Experience with Genesys Cloud Knowledge Management (KM), including knowledge bases, articles, categories, and agent/customer knowledge experiences.
• Strong experience with Genesys Cloud integrations using: REST APIs, SDKs, Architect Data Actions, Webhooks, OAuth 2.0, JSON.
• Experience integrating Genesys Cloud with CRM and enterprise applications.
• Strong understanding of Genesys Cloud users, roles, permissions, divisions, queues, skills, routing rules, scripts, wrap-up codes, schedules, business hours, special days, emergency messages, and configuration management.
• Experience with Genesys Cloud deployment and release management across development, QA/UAT, and production environments.
• Experience providing production and operational support for Genesys Cloud.
• Strong troubleshooting skills across voice, digital, Architect, chatbot, WFM, KM, APIs, integrations, and agent applications.
• Experience with unit testing, integration testing, UAT, regression testing, and production validation.
• Ability to perform root-cause analysis and resolve complex Genesys Cloud production issues.
• Strong knowledge of RESTful APIs and API-based integrations.
• Experience with Python.
• Understanding of API authentication, OAuth, JSON, HTTP methods, error handling, and data mapping.
• Experience building integrations between Genesys Cloud and third-party/enterprise applications.
• Knowledge of event-driven integrations and webhooks is preferred.

Responsibilities

• Drives the overall software development lifecycle including transforming requirements into features and conducting software testing and maintenance.
• Translates user requirements into technical specifications and writes code; manages design specification preparation.
• Supports system design and provides advice on security requirements; debugs business systems and service applications.
• Applies deep knowledge of algorithms and programming languages to develop high-quality technology applications and services.

Skills

Genesys Cloud development

Python

REST APIs

Troubleshooting

Root-cause analysis

Bot/chatbot development

Unit/integration/UAT testing

Tools

Genesys Cloud CX

Genesys Cloud Architect

Genesys Cloud Voice

Genesys Cloud Digital

Genesys Cloud WFM

Genesys Cloud KM

REST APIs

SDKs/Webhooks

OAuth 2.0/JSON

CRM integrations

Job description

BMO Financial Group is seeking a skilled Genesys Cloud specialist to drive the full software development lifecycle, translate requirements into features, and ensure high-quality testing and maintenance of call center solutions. You will contribute to security planning, design specifications, and system integration across digital channels.

The role requires extensive experience with Genesys Cloud CX/Architect, digital channels, and WFM/KM modules, plus strong API and integration capabilities with