Genesys Engineer

Job Opportunity: Experienced Genesys Cloud Engineer/Developer

• We are looking for a skilled Genesys Cloud Engineer/Developer with 5 to 9 years of experience specializing in Contact Center technologies.
• The ideal candidate will possess comprehensive expertise in Genesys Cloud CX IVR development, contact center solutions, call routing, APIs, and system integrations.
• Responsibilities include designing, implementing, enhancing, and maintaining enterprise-level contact center solutions to ensure optimal performance and user experience.

Primary Responsibilities:

• Design, develop, and deploy solutions leveraging Genesys Cloud CX platform.
• Configure and optimize IVR systems, ACD configurations, inbound and outbound call flows, routing strategies, and queue management.
• Create and maintain call flows utilizing Architect and other Genesys Cloud tools.
• Integrate Genesys Cloud with CRM systems, third-party applications, and enterprise platforms through APIs and web services.
• Configure digital communication channels including voice, email, chat, and messaging platforms.
• Troubleshoot and resolve production issues related to contact center applications to minimize downtime.
• Monitor system performance and refine workflows to enhance customer experience.
• Participate in gathering requirements, designing solutions, testing, deploying, and providing ongoing support.
• Develop comprehensive technical documentation and facilitate knowledge transfer sessions for support teams.
• Work collaboratively with business stakeholders and cross-functional teams to deliver effective contact center solutions.

Technical Expertise Requirements:

• Extensive experience with Genesys Cloud CX platform.
• Hands-on experience in Contact Center and IVR development projects.
• In-depth knowledge of call routing, ACD, dialer systems, queue management, and reporting functionalities.
• Proficiency in Architect flows, voice bots, and chatbots development.
• Strong understanding of REST APIs, web services, and system integration techniques.
• Proven ability to troubleshoot and resolve issues within Genesys Cloud production environments.
• Knowledge of SIP, VoIP, CTI, and telephony concepts.
• Experience working within Agile development methodologies.

Additional Responsibilities and Preferred Skills:

• Experience with CRM integrations such as Salesforce, ServiceNow, or similar platforms.
• Exposure to cloud environments like AWS and Azure.
• Knowledge of Workforce Management and Quality Monitoring solutions.
• Having Genesys Cloud certifications is considered an advantage.

Preferred Skills:

Technology > Communication > IVR/CCT > Genesys