Genesys IVR Development Lead

ARC Group

Jacksonville, FL

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JOB DETAILS

SKILLS

Agile Programming Methodologies, Amazon Web Services (AWS), Application Programming Interface (API), Architectural Design, Artificial Intelligence (AI), Atlassian JIRA, Best Practices, CRM Integration, Call Centers, Campaigns, Change Control, Cloud Computing, Computer Science, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Executive Recruiting, Genesys Solutions, Information Technology & Information Systems, LEX (LEXical analyzer), Leadership, Maintain Compliance, Mentoring, Microsoft Dynamics, Microsoft Product Family, Natural Language Processing (NLP), Offshoring, Performance Tuning/Optimization, Programming Tools, REST (Representational State Transfer), Regulatory Compliance, Release Management/Engineering, Reporting Skills, Requirements Management, Salesforce.com, Short Messaging Service (SMS), Software Development, Software Development Lifecycle (SDLC), Software Engineering, Speech Recognition, System Integration (SI), Technical Leadership, Technical/Engineering Design, Voice Products, Voice Response Systems

LOCATION

Jacksonville, FL

POSTED

20 days ago

Genesys Lead Developer
Jacksonville, FL

ARC Group has an immediate opportunity for a Genesys Cloud IVR Lead Developer. This is a hybrid role based in Jacksonville, FL (onsite 3 days/week, remote 2 days/week). The position begins as a contract through December 2026 with potential for extension or conversion to full-time employment. This is an excellent opportunity to join a well-established organization with strong career growth potential.

ARC Group is committed to fostering a diverse, equitable, and inclusive workplace where all individuals feel valued and respected. We encourage applicants from all backgrounds, including those from underrepresented groups, to apply.

Candidates must have permanent U.S. work authorization. No C2C or third-party submissions will be considered.

Position Overview
We are seeking an experienced Genesys Cloud Development Lead to drive the architecture, design, development, migration, and optimization of Genesys Cloud CX IVR solutions. This role requires deep expertise in Genesys Cloud administration, IVR call flow development, API integrations, and AI-enabled contact center technologies.

The ideal candidate will provide technical leadership, mentor development teams, and ensure adherence to best practices in IVR engineering, outbound campaigns, CRM integrations, and cloud-based contact center solutions.

Key Responsibilities

Lead the design, development, and administration of Genesys Cloud IVR solutions and call flows
Architect and optimize outbound voice and SMS campaign strategies using Genesys Cloud
Develop and maintain integrations between Genesys Cloud and enterprise CRM platforms via REST APIs
Design and implement AI-powered voice bots leveraging NLP and conversational AI technologies
Lead, mentor, and support onshore and offshore development teams, ensuring adherence to best practices
Manage large-scale Genesys Cloud CX migrations, including security and compliance requirements (e.g., FedRAMP where applicable)
Develop reporting and event-driven integrations using tools such as Amazon EventBridge and related cloud services
Provide technical leadership in contact center architecture, performance optimization, and solution design
Collaborate with business stakeholders and technical teams to gather requirements and define implementation strategies

Required Qualifications

8+ years of experience in Genesys IVR development with strong expertise in Genesys Cloud CX
Genesys Cloud Professional Certification (or equivalent experience)
Experience integrating Genesys Cloud with enterprise CRM systems (e.g., Salesforce, Microsoft Dynamics 365)
Strong knowledge of AI-driven customer engagement solutions, including speech recognition and agent assist tools
Hands-on experience with RESTful APIs and system integration
Experience with AWS services such as Amazon Lex and Amazon EventBridge
Understanding of contact center security, compliance, and FedRAMP standards
Proven leadership experience mentoring technical teams
Experience working in Agile environments using tools such as JIRA and Confluence
Strong understanding of the software development lifecycle (SDLC), release management, and change control processes

Preferred Qualifications

Experience leading large-scale enterprise contact center migrations
Exposure to Microsoft Copilot or similar AI-assisted development tools
Experience building self-service IVR solutions, including appointment scheduling and voice bots
Strong background in contact center modernization and cloud transformation initiatives

Education & Experience

Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent professional experience
5+ years of relevant technical design and software development experience in enterprise environments

Additional Information
ARC Group is a Forbes-ranked top 20 recruiting and executive search firm, partnering with leading organizations nationwide to deliver top-tier technical talent. We are committed to integrity, transparency, and aligning the right candidates with the right opportunities.

This position is offered at no cost to the candidate.

For immediate consideration, please send your resume to John Burke at

johnb@arcgonline.com

or apply online at www.arcgonline.com.

ARC Group is an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, gender identity, sexual orientation, age, disability, or veteran status. Accommodations are available upon request.

Genesys IVR Development Lead

ARC Group

Jacksonville, FL

About the Company

ARC Group

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