Genesys ORS (Orchestration Server) and IRD (Interactive Routing Designer) Javascript Engineer

Genesys ORS + IRD + JavaScript Engineer - Job Description

Location: Austin, TX

Long term contract

Job Overview: A Genesys ORS + IRD + JavaScript Engineer is responsible for designing, implementing, and optimizing customer engagement solutions using Genesys technology, particularly focusing on the Genesys ORS (Orchestration Server) and IRD (Interactive Routing Designer). The role involves developing routing strategies, optimizing customer journeys, and customizing solutions using JavaScript to integrate and extend Genesys functionalities within the enterprise s contact center platform.

Key Responsibilities:

• Genesys ORS & IRD Configuration: Design, configure, and maintain routing strategies using Genesys ORS and IRD, ensuring that customer interactions are efficiently routed to the appropriate agents or resources.
• JavaScript Development: Write and maintain JavaScript code to customize, extend, and integrate Genesys solutions, such as automating routing tasks, interacting with APIs, or implementing dynamic routing logic.
• Optimization & Troubleshooting: Continuously monitor and optimize routing strategies to improve system performance and reduce call handling times. Address routing issues, and troubleshoot complex workflows.
• Integration with Other Systems: Work with other enterprise systems and databases, integrating them with Genesys ORS and IRD to create seamless customer interaction experiences.
• Collaboration & Documentation: Collaborate with cross-functional teams such as contact center operations, IT, and business stakeholders to design and implement optimized customer journey solutions. Document all configurations and customizations for future reference.
• Testing & Quality Assurance: Perform thorough testing of implemented solutions to ensure they meet business requirements, functionality, and performance standards.
• Continuous Learning: Stay updated on the latest Genesys technologies and industry best practices, ensuring that solutions are current and using the latest features.

Required Skills & Qualifications:

• Genesys Expertise: In-depth experience with Genesys ORS, IRD, and the broader Genesys suite of products (like Genesys Cloud, Genesys Engage).
• JavaScript Development: Strong experience in JavaScript, including working with APIs and customizing platforms with JavaScript (for routing, call handling, UI/UX).
• Experience with Routing Logic: Familiarity with contact center routing strategies, call flows, IVR systems, and customer journey management.
• Problem-Solving: Ability to troubleshoot complex routing issues, and optimize system performance using a methodical approach.
• System Integration: Experience with integrating external systems (CRM, databases, other APIs) with Genesys ORS and IRD.
• Communication Skills: Strong communication skills for collaborating with technical and non-technical teams, documenting processes, and reporting findings.
• Testing & Deployment: Experience in developing test plans and conducting testing for routing systems and custom features.

Preferred Experience:

• Prior experience with Genesys Cloud or Genesys Engage.
• Knowledge of cloud-based environments and virtualization for contact centers.
• Exposure to other scripting languages or automation tools.

Education:

• A Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field. Equivalent practical experience may be considered.