Job Description & Details
This is a heavy-hitting, client-facing consulting role for someone who truly understands the weeds of contact center automation and conversational AI. You won't just be writing basic scripts; you'll be architecting next-gen Agentic AI and routing solutions on enterprise platforms like Genesys, Dialogflow, and Amazon Lex.
What You'll Actually Be Doing
Expect to bounce between leading client workshops, designing complex conversational flows, and getting your hands dirty building routing applications and virtual agents. You'll work closely with Product Owners and Scrum Masters to shape user stories, but you'll also be expected to independently troubleshoot gnarly API issues, review logs, and guide stakeholders through demonstrations. It's a mix of high-level consulting and deep technical execution, requiring you to handle escalated customer bottlenecks while keeping global teams aligned.
The Core Tech Stack
You need absolute fluency in commercial Digital CCaaS applications and Genesys ecosystem tools like Architect, Composer, and Designer. On top of that, deep practical knowledge of Google Dialogflow, Amazon Lex, and Advanced Speech Recognition engines is non-negotiable. Because this touches cutting-edge automation, your resume must clearly reflect hands-on experience with Generative AI, LLM-based conversational AI, webhooks, and agentic concepts like workflow orchestration and memory management.
Interview Expectations
They are going to test your system architecture chops under pressure, likely asking you to walk through how you would debug a latency issue in an IVR call flow that integrates multiple external webhooks and a third-party LLM. The hiring manager isn't just looking for the right code; they want to see your troubleshooting methodology, how you isolate telephony versus caching bottlenecks, and how you communicate technical tradeoffs to non-technical stakeholders.
Application Advice
Skip the generic project management fluff and put your technical footprint front and center. Ensure your resume explicitly calls out your years of experience with Genesys Cloud, Dialogflow, or Lex, and use exact phrases from the job description like 'agentic AI,' 'IVR application architecture,' and 'fulfillment.' If you have built autonomous decision-making loops or handled complex intent tuning, highlight those metrics and outcomes to get past the initial tech screen.