Developer
Genpact
New Delhi, Delhi, India1h agovia LinkedIn
Role: Developer (IVR, Application Integration & Microsoft AI Stack)
Key Responsibilities
- IVR / Conversational AI Development
- Configure and develop IVR/IVA conversation flows using Microsoft Copilot Studio.
- Build intents, entities, topics, menu-driven dialogues, and multilingual conversation journeys.
- Configure customer authentication, intent routing, escalation, and fallback handling.
- Implement bot-to-agent handoff scenarios for NICE CXOne.
- Application Integration & Configuration
- Configure and develop integrations with CRM, ERP, payment, and other enterprise applications.
- Build and consume REST/SOAP APIs through Azure API Management.
- Develop Azure Functions and Power Automate workflows for backend interactions.
- Configure API security, error handling, logging, retry mechanisms, and monitoring.
- Perform application configuration, data mapping, and integration testing activities.
- Microsoft AI & Automation Development
- Configure AI capabilities within Microsoft Copilot Studio.
- Implement intent recognition, entity extraction, multilingual support, and contextual conversation management.
- Integrate Azure AI services such as Speech-to-Text and Text-to-Speech where required.
- Support AI-driven customer experience optimization and conversational accuracy improvements.
- Testing & Deployment
- Perform unit testing and support SIT, UAT, and end-to-end testing.
- Troubleshoot integration, bot, and API issues.
- Support deployments across Dev, Test, UAT, and Production environments.
- Participate in go-live, hypercare, and production support activities.
Requirements & Tech Stack
- Core Technical Skills
- Microsoft Copilot Studio / Power Virtual Agents
- IVR / IVA / Conversational AI Development
- Azure Functions
- Azure API Management
- Power Automate
- REST APIs, JSON, XML
- Microsoft Teams Integration
- NICE CXOne Integration (preferred)
- Azure DevOps and CI/CD
- Application Integration Skills
- Enterprise Application Integration
- API Development and Consumption
- Data Mapping & Transformation
- OAuth, API Security, HTTPS/TLS
- Error Handling & Monitoring
- AI & Microsoft Stack Skills
- Microsoft Copilot Ecosystem
- Azure AI Speech Services
- Intent Classification & Entity Extraction
- Conversational AI Design
- AI-Assisted Automation Solutions