Genesys AI IVR Developer
The Networker · Bengaluru · onsite · Posted 69d ago
About a minute. You'll make an account on the way through.
About this role
At eBay, were more than a global ecommerce leader - we re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.
Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work - every day. Were in this together, sustaining the future of our customers, our company, and our planet.
Join a team of passionate thinkers, innovators, and dreamers - and help us connect people and build communities to create economic opportunity for all.
Join our dynamic Customer Service Technology (CSTech) team at eBay. Our team is at the forefront of crafting innovative help solutions that cater to both our customers and teammates. We take pride in leading the end-to-end experience, from the intuitive voice and digital interfaces that delight our customers to the sophisticated IVR platforms that enable our teammates to deliver outstanding service. In this role, you will contribute to a suite of tools that not only solve immediate customer issues but also anticipate future needs through predictive assistance. We are looking experienced IVR and Conversational AI Developers who are eager to drive technological advancements and craft the future of customer interactions at eBay.
What you will accomplish:
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Be responsible for the creation and optimization of innovative Conversational IVRs and BOTs, improving user experience and elevating customer interactions.
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Integrate Agentic AI capabilities into existing IVR self-service journeys, using LLM-based intent disambiguation to reduce agent transfer rates
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Drive cross-functional collaboration, working closely with Product Management, User Experience, and Engineering teams to deliver high-impact solutions that align with eBays strategic goals.
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Work with NLU trainers to tune NLU/ASR modules and improve intent recognition.
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Champion the development of reusable components, setting a standard for scalability and adaptability in IVR and Chatbot technologies.
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Manage code, configuration, and deployment processes across multiple environments and Perform release management and configuration migrations between environments
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Champion a culture of continuous improvement by implementing agile methodologies and prototyping, leading to accelerated learning and growth within the team.
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Communicate sophisticated technical concepts effectively, ensuring alignment and understanding across diverse internal teams and stakeholders.
What you will bring:
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A consistent track record with over 5 years in IVR development and at least 2 years specialising in voice application BOT development on platforms like Genesys Cloud, Kore.ai, Google Dialog Flow, or similar.
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Hands on experience Genesys cloud architect flows, demonstrating a keen interest in cloud-based contact center solutions including creating and integrating Data Actions and APIs within Architect flows
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Hands-on experience with NLU / ASR tuning, ML, and Conversational AI, with a passion for leveraging these technologies to improve customer experiences.
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Expertise in Core Java, Servlets, JSP, and REST-based micro-services, with a strong foundation in Spring framework and Spring Boot.
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Proficiency with DevOps tools such as Git, Jenkins, Jira, and Confluence, and experience with Agile and Scrum methodologies.
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The ability to work collaboratively in a dynamic, team-oriented environment, with a willingness to share knowledge and support peers in achieving collective goals.
Additional Details
eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at [email removed] . We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBays commitment to ensuring digital accessibility for people with disabilities.
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