Senior Developer - Contact Center Platforms

Permanent

Job Description

Senior Developer – Contact Center Platforms

About the organization:
At Electrolux, we are leading a Digital Transformation that aims to deliver world-class Direct-to-Consumer (D2C) solutions through our Consumer Direct Interaction Organization (CDI XO). With a focus on innovation, we are driving growth and delivering cutting-edge experiences across Europe, APAC, and the Americas.

As a key player in this transformation, you will help shape the future of our digital solutions, ensuring the highest quality and smooth execution. You’ll be working in a fast-paced, high-energy environment within a digital product organization, collaborating across multiple Agile Release Trains. The initiatives you will lead are at the forefront of our strategic initiatives, and your contributions will directly impact our success.

All about the role:

We are seeking a passionate and skilled Senior Developer to be part of our Contact Center transformation within the Consumer Service & Contact Center Software Engineering team with deep hands-on experience in Genesys Cloud contact center platform, who can design, build, and evolve scalable consumer engagement solutions.

In this role, you will work at the intersection of Genesys Cloud, CRM workflows, and AI-driven conversational experiences, playing a key role in delivering seamless, intelligent consumer journeys across voice and digital channels.

What you'll do:

As Senior Developer – Contact Center Platforms, your main tasks will include:

• Design, develop, and maintain solutions on Genesys Cloud, including:

  • IVR and call flows

  • Routing strategies

  • Digital channels (chat, messaging, email, Social)

  • APIs, web services, and event-driven integrations

• Lead and contribute to CRM integrations, particularly with platforms such as SAP Service Cloud or similar enterprise CRM applications, ensuring seamless data exchange and agent experience.

• Support AI-powered conversational solutions, including:

  • Integration with voicebots and chatbots

  • Natural Language Understanding (NLU) platforms.

• Design and implement integrations between Genesys Cloud, CRM systems, AI services, and third-party applications using REST APIs, webhooks, and cloud services.

• Provide technical leadership through:

  • Code reviews

  • Best-practice guidance

  • Mentoring junior developers

• Enable and support CI/CD pipelines, version control, and DevOps practices in Genesys cloud environments.

• Collaborate with cross-functional teams (architecture, QA, DevOps, business stakeholders) to deliver high-quality, secure, and scalable solutions.

• Participate in solution design discussions, helping translate business requirements into robust technical implementations.

Who you are:

• University degree in computer science or related field.

• 5+ years of industry experience with Genesys Cloud contact center platform.

• Strong hands-on experience with Genesys Cloud, including development, configuration, and integrations.

• Deep expertise in Genesys CX3 / CX4 capabilities, with proven, hands-on experience in:

  • Journey Management

  • Genesys Virtual Agents/AI guides

  • Agent Copilot

  • Speech-to-Text (STT) / transcription capabilities

  • Workforce Engagement Management (WEM)

  • Automated Quality Management / QA solutions

• Solid understanding of voice and telephony architectures, including SIP-based call flows, SIP trunking & carrier integrations.

• Experience designing and consuming RESTful APIs, webhooks, and event-driven integrations between cloud systems.

• Hands-on experience with CRM solutions like SAP Service cloud or integrating Genesys cloud with CRM and AI technologies is a big plus.

• Familiarity with cloud platforms like Azure, GCP or AWS and CI/CD pipleines/DevOps practices.

• Experience working in agile development environments, with the ability to translate business requirements into scalable technical solutions.

• Strong analytical and problem-solving skills, particularly in diagnosing complex contact center, telephony, and integration-related issues.

Where you'll be:

This is a full-time position, based in Bangalore, India

Benefits Highlights:

• Flexible work hours and a hybrid work environment 

• Discounts on our award-winning Electrolux products and services 

• Family-friendly benefits 

• Extensive learning opportunities and a flexible career path