Sr Software Engineer (Genesys)

Gravity IT Resources; Charlotte (NC); Hybrid; USD 96,000 - 152,000; Full time

Job summary

Gravity IT Resources is seeking a Software Engineer III to design, develop, deploy, and support customer-facing voice automation and call-routing solutions using Genesys Cloud CX, bots, and Architect flows. You will troubleshoot, monitor, and support enterprise contact center operations to ensure smooth customer interactions.

The role requires 5+ years in contact center tech and 3+ years with Genesys Cloud CX, plus experience with Analytics, Data Actions, REST APIs, and secure integrations.

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 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.

Responsibilities

• Design, develop, test, and maintain Genesys Cloud Voice Bots, NLU bots, and AVA solutions.
• Build production-quality Architect flows with authentication, self-service, routing, and escalation.
• Tune NLU models and conversational journeys based on metrics and user data.
• Configure and troubleshoot queues, skills, schedules, and transfer paths.
• Develop and support Genesys call routing, including CE43 flows and operational procedures.
• Integrate Genesys telemetry with observability tools and secure data actions.

Skills

Genesys Cloud CX

Genesys Architect

NLU bots

Data Actions

REST APIs

JSON

Secure integrations

Troubleshooting

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Genesys Cloud CX

Splunk

Dynatrace

AWS CloudWatch

Job description

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

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.