Job Purpose Summary:
The Senior Software Developer (CX) is responsible for designing, developing, and maintaining custom solutions within the Cloud Customer Experience platforms (Genesys, Zendesk, Zoom, etc.), including apps, widgets, and integrations with other systems using APIs and SDKs. The Senior Software Developer is the guru in redefining the customer experience through cutting-edge Cloud CX software integration and customization.
Key Responsibilities and Accountabilities:
- Design, develop, and maintain custom solutions using Cloud CX platforms (Genesys, Zendesk Sunshine, Zoom, etc.).
- Create and enhance Cloud CX apps and widgets and integrate them with other systems using APIs and SDKs.
- Collaborate with cross-functional teams to integrate Cloud CX instances with other systems.
- Develop and maintain APIs to facilitate data flow between Cloud CX platforms and various applications.
- Implement automation rules and custom workflows to enhance customer support processes.
- Continuously assess and improve automation strategies to align with business goals.
- Stay informed about the latest Cloud CX apps and tools in the marketplace.
- Evaluate, recommend, and implement relevant apps to improve the functionality of Cloud CX solutions.
- Provide technical support, collaborating with IT and other teams to ensure timely resolution.
- Testing of custom developments to identify and address potential issues.
- Promote Viacomms’ image and communicate quality messages at all times.
Relevant Education, Knowledge, Experience, and Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Expert skills using JavaScript, Python, React, Vue.js, Handlebars, and MySQL.
- 5 Years experience as a Software Developer using REST APIs and SDKs.
- 5 Years experience with Cloud CX platforms (Genesys, Zendesk, Zoom, etc.).
- Proficiency in configuring and customizing the Cloud CX platforms.
- Strong understanding of customer support processes and best practices.
- Cloud CX Application Developer Expert Certificate.
