Track Lead - Cisco Contact Center at HCLTech · Gautam…

Job Summary

Job Summary : Bot Developer

Job Description : • Job Location: Noida / Chennai/ Madurai/ Vijaywada• Work Model: Supports 24x7 global cont

Key Responsibilities

Job Responsibilities : • Design and develop voice and chat bots / virtual agents (IVA) integrated with Genesys Cloud CX. • Build and tune NLU/NLP models, intents, entities, and dialog flows for high containment and accuracy. • Integrate bots with backend systems via REST/SOAP APIs, data actions, and webhooks (CRM, ServiceNow, knowledge bases). • Implement conversational analytics, monitor bot performance, and iterate on flows to improve deflection and CSAT. • Collaborate with the Genesys architect and functional SME to align bot use cases with business requirements. • Support UAT, deployment, and hypercare; document flows, prompts, and integration specs.

Skill Requirements

Skill Requirement : • Hands-on bot/IVA development on Genesys Cloud CX (Genesys Dialog Engine / Bot Flows) and/or third-party bot platforms (Google Dialogflow, Amazon Lex, Microsoft Bot Framework). • Strong NLU/NLP design skills – intents, entities, slot filling, disambiguation. • API integration (REST/SOAP, JSON), data actions, and webhook development. • Scripting/programming (JavaScript, Python) and familiarity with speech (STT/TTS) tuning. • Understanding of omnichannel routing and how bots hand off to live agents.

Other Requirements

Other Requirement : • Job Location: Noida / Chennai/ Madurai/ Vijaywada • Work Model: Supports 24x7 global contact center operations; on-call / shift rotation for P1/P2 incidents. • Notice Period: Immediate to 30 days preferred. • Bachelor’s degree in Engineering / Computer Science or equivalent. • Experience: 7–10 years overall with 3+ years in conversational AI / bot development.