Genesys Engineer

Hiring! C2H!!!

Key Responsibilities

Lead the design and architectural strategy for complex Genesys Cloud Genesys Engage environments

Develop scalable and resilient solutions to support high-volume contact centers

Ensure the architecture meets current business needs and is flexible for future growth

Oversee the development of sophisticated call routing strategies IVR solutions and customer engagement workflows

Design and implement AI powered solutions including chatbots voicebots and predictive routing

Lead the customization of agent desktops dashboards and reporting tools to meet business objectives

Lead the integration of Genesys solutions with CRM systems workforce management tools and other enterprise applications

Work closely with DevOps and IT teams to implement CICD pipelines for Genesys environments

Manage APIs and web services to ensure seamless data flow across systems

Conduct Indepth performance analysis and implement optimizations for call quality system speed and user experience

Use data analytics and reporting tools to identify trends and opportunities for continuous improvement

Ensure the platform is optimized for peak performance during high traffic periods

Act as a subject matter expert SME for all Genesys related initiatives within the organization

Ensure that the Genesys platform complies with industry standards data protection regulations and security protocols

Conduct regular security audits and implement measures to protect against vulnerabilities

Serve as the escalation point for complex technical issues related to the Genesys platform

Lead root cause analysis and incident management for critical issues

Develop and maintain disaster recovery plans and ensure system redundancy

Create comprehensive documentation for all system configurations processes and troubleshooting guides

Continuously review and refine operational processes to improve efficiency and reliability

Qualifications

Education Bachelors or Masters degree in Computer Science Information Technology or a related field or equivalent experience

Experience 8 years of handson experience with Genesys solutions including Genesys Cloud Genesys Engage and related components

Technical Skills

Expertise in Genesys platform architecture configuration and deployment

Strong programming skills in languages like Java Python or C

Advanced knowledge of SIP VoIP telephony and network technologies

Experience with cloud infrastructure AWS Azure etc. and virtualization