Genesys Engineer

Job Overview:

• We are looking for a Genesys Contact Center Engineer with 1 to 2 years of experience in Contact Center technologies and IVR solutions.
• The ideal candidate will possess hands-on experience with Genesys platforms, including call flows, routing strategies, IVR development, and contact center support operations.

Primary Duties:

• Essential Skills
• Genesys
• Contact Center
• IVR Interactive Voice Response
• Core Responsibilities
• Maintain and support Genesys Contact Center applications
• Configure and troubleshoot IVR call flows and routing strategies
• Monitor performance metrics of the contact center and address incidents
• Collaborate with business and support teams to fulfill call handling requirements
• Oversee inbound and outbound call routing configurations
• Diagnose voice call flow and agent-related issues
• Assist with UAT, production deployments, and post-deployment validation
• Document processes and configurations thoroughly

Technical Qualifications:

• Required Experience
• 1 to 2 years of experience with Genesys Contact Center technologies
• Practical experience in IVR call flows and routing
• Knowledge of Contact Center operations and call management
• Experience with incident management and production support
• Basic understanding of SIP, VoIP, CTI, and telecom concepts
• Familiarity with ticketing tools and support processes

Additional Qualifications:

• Preferred Skills
• Genesys Cloud
• Genesys Engage
• Architectural knowledge
• Call Routing expertise
• Experience with Voice Bots
• Knowledge of Chat Bots
• NICE CXone
• CRM Integration experience
• Basic SQL knowledge

Preferred Skills:

Technology->Communication->IVR/CCT->Genesys,Technology->Infrastructure-Contact Center->ContactCenter model