Genesys Engineer

Key Responsibilities:

• Collaborate with stakeholders to gather requirements and translate them into effective technical solutions.
• Develop and implement automated workflows and integrations between Genesys Cloud and other enterprise systems, with a strong emphasis on API development.
• Create and maintain custom scripts (JavaScript, Python) to enhance platform functionality and automation.
• Design, deploy, and manage Genesys Cloud CX solutions to meet business requirements.
• Customize and configure the Genesys Cloud platform, including call routing, IVR, omnichannel features, and outbound campaign functionalities.
• Provide ongoing support and troubleshooting for Genesys Cloud environments.
• Monitor system performance, ensure high availability, and conduct regular system optimizations.
• Document designs, configurations, and operational procedures.
• Train and mentor internal teams on Genesys Cloud capabilities and best practices.
• Stay up to date with Genesys Cloud features and updates, applying new knowledge to enhance platform capabilities.

Qualifications (in order of priority):

• Extensive experience with API development and web services (REST, SOAP).
• Knowledge of outbound campaign management and dialing modes (predictive, progressive, preview).
• Hands-on experience with scripting languages (JavaScript, Python) for automation and customization.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills and ability to work collaboratively with technical and non-technical teams.
• Proven experience in deploying and managing Genesys Cloud CX platforms.
• Strong understanding of cloud-based contact center architecture and components.
• Experience with IVR design, call flow development, routing strategies, and omnichannel solutions.
• Genesys Cloud certifications (such as Genesys Cloud Certified Professional) are a plus.