Senior Application Engineer L1

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

The primary purpose of this role is to design, develop, and enhance customer engagement solutions using Genesys Cloud. The role requires hands-on expertise in building Architect flows, integrating CRMs, and leveraging serverless technologies and AI capabilities to deliver scalable, real-time communication experiences across voice and digital channels. The ideal candidate will bring deep technical knowledge combined with strong problem-solving and stakeholder management skills to support the transformation of customer interaction journeys.

Additionally, the candidate will play a key role in building and supporting a globally shared contact center platform, ensuring standardized, efficient, and scalable solutions are implemented across all regions

Key Responsibilities

• Collaborate cross-functionally with business analysts, solution architects, Scrum Masters,   QA, and product owners to align technical solutions with business objectives.
• Design, develop, and maintain Genesys Cloud Architect flows for voice, IVR, chat, and digital channels.
• Build and deploy intelligent IVR and chatbot solutions.
• Analyze business requirements and implement Agentic and Generative AI solutions.
• Develop and manage CRM integrations, ensuring real-time, bidirectional data synchronization.
• Troubleshoot and resolve issues related to IVR and Dialler performance, call flows, and system integrations across platforms.
• Ensure compliance with organizational coding, deployment, and documentation standards.
• Stay up to date with the latest trends in contact center technologies, cloud infrastructure, and AI innovations.
• Participate in solution planning, effort estimation, and stakeholder presentations as required.

Required experience

• 6+ years in IT with contact centre experience. 
• 2+ years of practical Genesys Cloud development, including Architect flows and CRM integrations (not just support/configuration)
• Expert in Genesys Cloud Architect for flow design and building IVR/chatbots 
• Proven CRM integrations (Salesforce, Dynamics, Oracle, etc.) with real-time data sync 
• Strong coding skills in JavaScript/Node.js, REST APIs, JSON, serverless tools like AWS Lambda 
• Experience with IVR technologies  (DTMF, NLU, ASR, routing logic)
• Familiar with DevOps, Git-based CICD, and automated deployments 
• Soft skills: problem-solving, communication, stakeholder engagement.
• Tech Skills:  JS/Node.js, REST APIs, Lambdas, Data Actions, IVR/NLU
• Certifications:  Genesys Cloud Certified Professional/Architect (preferred)
• Soft Skills: Communication, ownership, multi-team collaboration. 

• Certifications: Genesys Cloud Certified Professional / Architect.
• Experience with Genesys WFM, QM, chat bots (e.g., Kore.ai, Cognigy) 
• Familiarity with telephony protocols (SIP) and infrastructure (AWS/Azure).
• Exposure to AI technologies, including Agentic AI frameworks and Generative AI tools for enhancing IVR, chatbots, and digital engagement.
• Experience integrating AI-driven automation into customer interaction workflows.