Senior Software Engineer, Genesys IVR and Conversational AI

Job Title: Senior Software Engineer, Genesys IVR and Conversational AI
Work Arrangement: Hybrid, three days onsite and two days remote
Location: Jersey City, NJ or Pennington, NJ
Employment Type: Contract, 12 months or longer
Engagement Type: W2
Interview Process: Two virtual rounds, with an onsite round possible

Position Summary

Dhaka Technologies Limited Company is hiring on behalf of our client, i8is, in support of their end client, Bank of America, for a Senior Software Engineer to deliver next-generation customer self-service solutions using Genesys technologies. This is a hybrid contract role based in Jersey City or Pennington, NJ, with three days per week onsite.

The selected engineer will work with a highly talented team that leverages tools such as Microsoft Copilot and other AI technologies to improve productivity and accelerate solution delivery. The successful candidate will have significant experience across multiple software implementations and possess strong depth and breadth in IVR and Genesys technologies. Experience with conversational AI, chatbots, voice bots, and cloud-based contact center platforms is highly desirable.

Responsibilities

• Design, develop, test, deploy, and support IVR, voice, and chat solutions in a cloud environment while following established engineering and quality best practices.
• Partner with business and technology teams to ensure solutions are aligned with strategic objectives and deliver desired business outcomes.
• Help drive the evolution of customer experiences by developing AI-powered contact center capabilities, including conversational voice and chat solutions, intelligent automation, and virtual assistant technologies.

Primary Skill

Genesys IVR

Required Qualifications

• Strong AI skills, with experience using Microsoft Copilot for data extraction, transformation, reporting, and analysis.
• Strong proficiency in managing senior management expectations across both Technology and Line of Business.
• Strong presentation skills combined with strong analytical skills.
• Strong proficiency in SQL, including joins, aggregations, and optimization.
• Experience with data mapping, business rules documentation, and report validation.
• Experience creating reports, datasets, workflows, and analytical output using large volumes of data.
• Strong hands-on experience with data extraction, transformation, reporting, and analysis.
• Ability to interpret business requirements and convert them into technical logic and reporting solutions.
• Strong analytical and problem-solving skills with attention to detail.
• Experience in data quality checks, reconciliation, exception reporting, and metric generation.
• Ability to troubleshoot data issues, performance issues, and reporting discrepancies.
• Good communication skills for working with business users, technology teams, and data stakeholders.
• Strong proficiency in UX/UI design using GitHub Copilot and Microsoft Copilot to rapidly create wireframes, user journeys, prototypes, and design specifications.
• Experience leveraging AI-assisted development tools to generate front-end code, reusable UI components, responsive designs, and accessibility-compliant user experiences.
• Ability to translate business requirements into intuitive, user-centric designs while collaborating effectively with product, business, and technology stakeholders.
• Strong analytical and design-thinking skills, with experience in usability testing, design optimization, rapid prototyping, and iterative enhancement of digital experiences.

Preferred Background

• Local candidates in the Jersey City or Pennington, NJ area who can work three days per week onsite.
• Strong Genesys IVR and Genesys Cloud experience with hands-on conversational AI, voice bots, and chat bots.
• Customer self-service and contact center experience, with strong written and verbal communication skills.

Compensation and Work Authorization

The pay range for this position is $60.00 to $65.00 per hour. The rate may be negotiable based on experience, education, geographic location, and other factors. This role does not offer visa sponsorship, so candidates must hold work authorization that does not require sponsorship now or in the future.

How to Apply

Qualified candidates are invited to submit an updated resume to [email protected] with the position title in the subject line.