Contact Center Solutions Engineer

Key Responsibilities:

• Design, configure, and oversee Genesys platforms (Cloud or Engage)
• Develop and maintain IVR flows, ACD logic, call routing, and CTI integrations
• Facilitate integration of Genesys with CRM systems such as Microsoft Dynamics
• Monitor system performance and enhance the reliability of voice infrastructure
• Collaborate with global teams to deliver scalable and user-friendly solutions
• Provide expert advice on contact center architecture and voice strategy

Qualifications:

• 3+ years of experience with contact center systems or voice platforms
• Extensive hands-on experience with Genesys (Cloud/Engage)
• Strong understanding of telephony concepts (IVR, SIP, VoIP, SBCs, etc.)
• Experience with CRM integrations, particularly Dynamics
• Knowledge of agent operations, call flows, and KPIs
• Outstanding problem-solving abilities and cross-team collaboration skills
• Fluency in English; proficiency in Mandarin is a plus