Senior IT Software Engineer (MDS)

Mellon Technologies, the parent company of Mellon Group of Companies, was founded in 1994 in Athens. Our offering consists of specialized technology solutions, contact centre and business process outsourcing services, to serve the increasing needs of financial institutions and organizations with strong consumer transactions business, such as Retail Banks, Public Utilities, Telecommunications Providers and large Private Companies.

Mellon Technologies seeks to hire a Senior IT Software Engineer (MDS)

Job Description:

The Senior IT Software Engineer has to be with expertise in Omilia and Genesys software solutions to join our dynamic team. The ideal candidate will have deep experience in designing, implementing, and maintaining enterprise-level customer experience (CX) solutions with a focus on conversational AI, voice applications, and omnichannel communication platforms. The role requires both strong technical skills and an understanding of business processes related to customer service.

Key Responsibilities

• Architect, design, and implement solutions utilizing Omilia Conversational AI and Genesys On-premises platforms for automating customer service processes
• Develop and integrate conversational AI applications using Omilia’s NLU, ASR, and dialogue management systems, creating seamless, human-like voice and chat experiences across multiple customer touchpoints
• Configure and deploy Genesys contact center solutions, including IVR, call routing, chatbots, email, and other omnichannel communication systems, ensuring high performance and reliability
• Collaborate with cross-functional teams, including product managers and customer service managers, to gather requirements and deliver end-to-end solutions
• Customize and optimize Genesys and Omilia solutions by configuring workflows, voice interactions, call flows, and AI-based customer service applications
• Troubleshoot, maintain, and upgrade Omilia and Genesys systems, ensuring they are secure, reliable, and scalable
• Work on integration projects to connect Omilia and Genesys solutions with CRM systems, databases, and other enterprise software
• Monitor performance of deployed systems, optimize AI and IVR accuracy, and ensure the highest level of customer satisfaction through continuous improvements
• Ensure compliance with data security standards, including encryption, GDPR, and industry-specific regulations
• Lead technical documentation efforts, producing high-quality documents for system architecture, deployment, and maintenance procedures

Requirements

• Bachelor’s degree in Computer Science, Engineering, or related field (Master’s degree preferred)
• 5+ years of experience in software development and system integration for customer experience or call center automation
• Extensive hands-on experience with Conversational AI (NLU, ASR, dialogue management, and omnichannel integration)
• In-depth knowledge of Genesys Cloud or Genesys Engage (including IVR, routing strategies, and omnichannel features such as voice, email, SMS, and chat)
• Proficiency in programming languages such as Java, Python, C#, JavaScript, and familiarity with RESTful APIs and microservices architecture
• Understanding of cloud infrastructure (AWS, Azure,) and on-premise deployment for both Omilia and Genesys solutions
• Experience with integrating third-party systems, such as CRM or ERP systems, into customer service workflows
• Expertise in API development and customization for integrating Omilia and Genesys with other enterprise platforms
• Familiarity with speech recognition systems, NLP/NLU frameworks, and contact center optimization strategies
• Nice to have knowledge of data security practices, including encryption, authentication protocols, and compliance with GDPR, ISO 27001 or other regulatory standards
• Excellent problem-solving skills, with the ability to troubleshoot complex issues in real-time environments
• Project management experience in Agile/Scrum environments is a plus
• Exceptional communication skills, with the ability to work effectively across technical and non-technical teams
  

Nice-to-Have Skills

• Genesys certification (Genesys Cloud Certified Professional or similar)
• Experience with machine learning models and AI optimization techniques for customer service applications
• Knowledge of VoIP, SIP, and telephony integration in contact centers
• Experience working in industries with strict compliance requirements, such as banking, healthcare, or telecommunications

Benefits

• Opportunities to evolve into an international hyper-technological working environment
• Multicultural and excellent working environment
• Leading-edge technology
• Continuous training