Genesys Cloud CX Developer – Digital Messaging, Chatbots & Integrations

We are looking for an experienced freelance Genesys Cloud CX Developer to collaborate remotely with a multinational industrial company.

The main focus of the role is the development and implementation of custom functionality for our digital channels, especially web chat, Web Messaging/Messenger, chatbots, conversational AI integrations, and escalation to human agents.

Our team will define the user experience, business requirements, and expected functionality. We need a technically strong developer who can build, configure, integrate, test, troubleshoot, and document the agreed solutions. This is not a UX design role.

Main responsibilities

- Develop and enhance Web Messaging/Messenger implementations.

- Build and modify Genesys Architect message, in-queue message, bot, and digital bot flows.

- Configure and maintain Data Actions and Data Tables.

- Create and troubleshoot REST API integrations, including authentication, data mapping, error handling, and logging.

- Integrate Genesys Cloud CX with Salesforce, Eloqua, corporate APIs, AI tools, and knowledge bases.

- Implement reliable chatbot-to-human-agent escalation while preserving the relevant conversation context.

- Support the web implementation of the Genesys widget or Messenger when required, using JavaScript, JSON, REST APIs, webhooks, OAuth/API keys, and basic HTML. React experience is desirable.

- Diagnose and resolve production issues.

- Produce clear technical documentation and participate in shadowing sessions so that other team members can learn from the implementation.

- Support reporting and interaction analytics where relevant.

Required experience

- Strong hands-on Genesys Cloud CX development experience.

- Genesys Architect, including digital/message and bot flows.

- Genesys Web Messaging or Messenger.

- Data Actions, Data Tables, and REST API integrations.

- Chatbot, conversational AI, or knowledge-base integrations.

- Production troubleshooting and technical documentation.

- Ability to work and participate in technical meetings in English.

Experience with voice, IVR, telephony, and inbound/outbound flows is valuable, but it is not the initial priority.

Working model

The collaboration will be remote and freelance. Weekly dedication is flexible: we are interested in the highest practical availability while balancing it with the hourly rate and project budget. Some overlap with CET/CEST working hours will be required. The engagement may be extended depending on project needs and performance.

When responding, please briefly answer the following:

1. Describe a recent Web Messaging or Messenger implementation that you personally delivered.

2. Which message, in-queue, bot, or digital bot flows did you build or modify directly in Genesys Architect?

3. Give an example of a Data Action or REST integration you implemented, including authentication, error handling, and the data exchanged.

4. Describe a chatbot, conversational AI, or knowledge-base integration you delivered, including escalation to a human agent.

5. Describe a significant Genesys Cloud production incident that you personally diagnosed and resolved.

6. State your hourly rate, current weekly availability, potential start date, and the number of hours you can overlap with CET/CEST.

7. Confirm whether you are comfortable working and participating in technical meetings in English.

Thank you very much.