ML Engineer II

•JD; Required Genesys Cloud CX & Conversational AI Engineer Genesys cloud AI Implementation Design, develop, and maintain Genesys Cloud CX solutions, including inbound call flows, IVR, email workflows, web messaging, work items, omnichannel routing, and agent desktop experiences using Genesys Architect. • Build and optimize Conversational AI solutions using Google Dialogflow CX/ES, Google CES AI Agents, or equivalent voice bot platforms, including intent design, entity modeling, NLU training, webhook fulfillment, and Voice UX design. • Develop integrations, data actions, and webhooks using REST APIs to connect Genesys Cloud with SAP CRM, GCP, enterprise applications, and third-party platforms. • Configure ACD routing, queue management, skills-based routing, bot-to-agent handoff, and customer interaction workflows while applying voice engineering best practices such as STT/TTS tuning, DTMF handling, interruption management, and error recovery. • Create dashboards, analytics, reports, CI/CD pipelines, and automation frameworks using Genesys Cloud tools, Archy, Terraform, and Agile delivery practices while supporting production operations and continuous platform optimization. Genesys Cloud CX & Conversational AI Engineer • 10+years of experience • Genesys Cloud CX • Genesys Architect (IVR, Call Flows, Email Flows) • Google Dialogflow CX/ES or Google CES AI Agents • Conversational AI, Voice Bots & NLU Design • REST APIs, Webhooks, Data Actions & Integrations • SAP CRM Integration Experience • Omnichannel Routing, ACD & Queue Management • Voice UX Design and Bot-to-Agent Handoff