Contact Center Application Lead Developer

• *Role description**

At UST, we help the world’s best organizations grow and succeed through transformation. Bringing together the right talent, tools, and ideas, we work with our client to co\-create lasting change. Together, with over 30,000 employees in 30\+ countries, we build for boundless impact—touching billions of lives in the process. Visit us at www.ust.com

Job Title: Contact Center Application Lead Developer Job Summary

Experience\-6\+yrs

Location\-Trivandrum, Kochi, Bangalore, Pune

We are seeking a skilled and experienced **Contact Center Application Lead Developer** to join our team. This role involves the design, development, deployment, and support of **IVR systems, chatbots, reporting tools, and integrations** within a cloud\-based contact center environment.

The ideal candidate will have hands\-on experience with **Google CCAI Platform (Dialogflow CX), Genesys Engage Cloud, Genesys PureCloud (Cloud CX)** and strong proficiency in **Python and Google Cloud Platform (GCP)** services.

Key Responsibilities

• Develop and maintain **IVR flows and chatbot conversations** using Google CCAI Platform, Dialogflow CX, and Genesys Architect.
• Integrate contact center solutions with **third\-party APIs and internal systems**.
• Support production environments by troubleshooting application and infrastructure issues using **log analysis and system monitoring**.
• Build and maintain **serverless applications using Cloud Functions** and manage data in **Firestore DB**.
• Create reporting dashboards and tools to monitor key metrics and the performance of contact center solutions.
• Collaborate with cross\-functional teams, including **QA, Operations, and Infrastructure**, for end\-to\-end solution delivery.
• Ensure **security, scalability, and high availability** in application design and development.
• Participate in **code reviews** and maintain documentation for developed solutions.

Required Skills \& Qualifications

• Strong experience in **Contact Center application development**, including IVR, chatbots, call routing, and related technologies.
• Proficiency in:

+ **Dialogflow CX**

+ **Google CCAI**

+ **Genesys Engage Cloud**

+ **Genesys PureCloud (Cloud CX)**

+ **Genesys Architect**

• Strong programming skills in **Python**.
• Experience with **Google Cloud Platform (GCP)** services, particularly:

+ Firestore

+ Cloud Functions

+ API Gateway

+ Cloud Storage/Buckets

• Strong understanding of **API integrations and RESTful services**.
• Familiarity with **Genesys Architect** for designing and maintaining call flows.
• Experience in **log analysis, production support, and troubleshooting complex application issues**.
• Good communication and documentation skills.
• Experience working on **AI projects**.

Preferred Qualifications

• **GCP certification** or relevant Google Cloud training.
• Experience with **CI/CD and DevOps practices**.
• Exposure to **Machine Learning and Natural Language Processing (NLP)** concepts used in conversational AI.
• Experience working with **Agile teams** and tools such as **Jira and Confluence**.

### **Key Technology Stack**

• *Google CCAI \| Dialogflow CX \| Genesys Engage Cloud \| Genesys Cloud CX \| Genesys Architect \| Python \| GCP \| Firestore \| Cloud Functions \| API Gateway \| REST APIs \| Conversational AI \| CI/CD \| DevOps**

• **What we believe****:*

• We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion and to place people at the centre of everything we do.*

• **Humility:***

• We will listen, learn, be empathetic and help selflessly in our interactions with everyone.*

• **Humanity:***

• Through business, we will better the lives of those less fortunate than ourselves.*

• **Integrity:***

• We honour our commitments and act with responsibility in all our relationships.*

• **Equal Employment Opportunity Statement***

• UST is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation.*

• All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.*

• UST* *reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.*

• *To support and promote the values of UST.*

• *Comply with all Company policies and procedures*

• *Skills**

• *About UST**

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future\-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.