The Senior Contact Center Developer will analyze, design, develop, and test complex self-service applications using Genesys Cloud and AWS platforms. This role focuses on scalable solutions for Medicaid Management Information Systems (MMIS), enhancing contact center efficiency and user experience.
Key Responsibilities:
Design, develop, and test complex self-service applications using Genesys Cloud and AWS.
Build and implement Genesys and AWS Lex bots for enhanced self-service functionality.
Develop and integrate chat functionality into web portals.
Design call routing and messaging solutions for improved user experiences.
Integrate with the evoBrix X Medicaid platform via REST and SOAP APIs.
Leverage AWS services (Lambda, API Gateway, S3, SNS) for scalable applications.
Develop backend systems using Java Spring Framework and maintain codebases in Git.
Implement CI/CD pipelines, and utilize tools like Maven, Jenkins, and SVN.
Troubleshoot existing applications, meeting SLAs and resolving issues promptly.
Track incidents, defects, and enhancements in Jira.
Organize design artifacts in SharePoint or Confluence.
Assist in system maintenance, project releases, and security updates.
Collaborate effectively with the Integration Lead/Manager to manage risks and updates.
Required Skills & Qualifications:
Education: Bachelor's degree in Computer Science, IT, or related field.
Experience:
7+ years of experience with Genesys Cloud Platform and AWS (experience with other contact center systems like Amazon Connect or Avaya is a plus).
Strong expertise in backend systems for service-oriented architectures.
Experience with relational databases: Postgres, DynamoDB, Oracle.
Familiarity with CI/CD pipelines, build tools (Maven, Jenkins), and version control tools (Git/SVN).
Knowledge of chatbot and AI-driven products.
Preferred: Experience with containerization (Docker, Kubernetes).
Preferred: Experience in healthcare systems, PHI/PII, HIPAA compliance.
Technical Proficiency:
Programming languages: Java (Python, Node.js is a plus).
AWS services (Lambda, API Gateway, S3, SNS).
Strong troubleshooting and debugging skills.
Experience with secure application design and development practices.
Soft Skills:
Detail-oriented, with the ability to manage multiple priorities.