Contact Center Solutions Engineer (Genesys)

Responsibilities:

• Design, set up, and oversee Genesys platforms (Cloud or Engage)
• Create and sustain IVR flows, ACD logic, call routing, and CTI integrations
• Integrate Genesys with CRM systems such as Microsoft Dynamics
• Monitor system performance and enhance the reliability of voice infrastructure
• Collaborate with international teams to provide scalable, user-centric solutions
• Offer expert advice on contact center architecture and voice strategy

Qualifications:

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