Role Objective: We are seeking an experienced and technically proficient Genesys Solution Consultant to join our team. The ideal candidate will have expertise in the Genesys Cloud environment, with a strong understanding of Genesys implementation, call flow design, SIP, and architect tools. This role is key to delivering technical solutions, optimizing customer experiences, and ensuring seamless integration of Genesys solutions for clients. Key Responsibilities: Lead the design and implementation of Genesys Cloud solutions, ensuring alignment with client requirements and industry best practices. Design, develop, and optimize call flows using Genesys Cloud tools, ensuring high availability, scalability, and performance. Provide expert-level consultation on SIP architecture and integration, ensuring robust communication solutions. Develop and configure Genesys Architect tools to implement customized solutions for clients. Conduct detailed requirements analysis and system assessments, offering solutions that meet the specific needs of clients. Troubleshoot and resolve complex issues in Genesys environments, providing timely solutions to ensure minimal disruption to client operations. Collaborate with cross-functional teams including project managers, developers, and quality assurance teams to ensure smooth delivery of solutions. Deliver technical workshops and training to clients on Genesys systems, ensuring efficient adoption of solutions. Stay up to date with the latest features and updates in the Genesys Cloud environment to continuously enhance service offerings. Assist in pre-sales activities, including technical scoping, solutioning, and client presentations. Required Experience & Qualifications: 10+ years of experience in a technical consulting role, specifically in the Genesys Cloud environment. Extensive experience in designing and implementing call flows and integrating Genesys Architect tools. Strong understanding of SIP, including configuration, troubleshooting, and optimization. Proven expertise in Genesys Cloud solutions, architecture, and associated technologies. Hands-on experience with the Genesys Cloud Platform, including Genesys Routing, IVR, and Workforce Management tools. Solid understanding of cloud technologies and modern integration patterns. Strong problem-solving and troubleshooting skills. Excellent communication and interpersonal skills, with the ability to interact effectively with clients, project teams, and leadership. Relevant certifications in Genesys or equivalent industry-standard cloud/telecom solutions are a plus. Ability to work independently as well as in a collaborative team environment. Preferred Skills: Experience with additional Genesys products such as Genesys Engage or Genesys Cloud CX. Familiarity with cloud platforms such as AWS, Azure, or Google Cloud. Knowledge of industry-standard ITSM (IT Service Management) tools for change management, incident management, and problem resolution. Expertise in Agile methodologies and experience in agile project delivery. Knowledge of programming languages such as JavaScript, Python, or similar to enhance system integration and customization. Understanding of Data Analytics tools and techniques in the context of Genesys platforms (e.g., reporting and business intelligence). Strong knowledge of telecommunications protocols and standards beyond SIP, such as WebRTC, RTP, or SRTP. Certifications in related technologies, such as AWS Certified Solutions Architect, Google Cloud Professional Cloud Architect, or ITIL Foundation certification
Position Summary We are seeking a highly experienced and skilled Genesys PureConnect Engineer to join our team. The ideal candidate will have a minimum of 7 years of hands-on experience in the Genesys PureConnect environment, with a strong focus on troubleshooting, support, and maintenance. This role is critical to ensuring the stability, performance, and reliability of our contact center operations. You will be responsible for providing technical expertise, resolving complex issues, and implementing best practices to optimize our Genesys PureConnect platform. Key Responsibilities Provide advanced-level support for the Genesys PureConnect platform, including the CIC server, Interaction Administrator, Interaction Designer, Interaction Attendant, Interaction Recorder, and Interaction Dialer. Lead the troubleshooting and resolution of complex technical issues related to call routing, IVR, reporting, and integrations with third-party systems. Perform routine maintenance tasks, including system upgrades, patch management (e.g., SU Updates, ES Updates), and health checks to ensure optimal system performance. Monitor system performance and proactively identify potential issues to prevent service disruptions. Collaborate with cross-functional teams, including IT, network engineering, and business stakeholders, to diagnose and resolve problems. Develop and maintain comprehensive documentation, including system diagrams, troubleshooting guides, and standard operating procedures. Provide mentorship and guidance to junior team members, acting as a subject matter expert for all things Genesys PureConnect. Participate in an on-call rotation for after-hours and weekend support as needed. Implement and manage system configurations, custom handlers, and IVR scripts to meet business requirements. Ensure the Genesys PureConnect environment adheres to security policies and best practices. Required Skills and Qualifications 7+ years of hands-on experience with Genesys PureConnect (formerly Interactive Intelligence/ININ). Proven expertise in troubleshooting and supporting large-scale, multi-site Genesys PureConnect environments. Strong knowledge of core Genesys PureConnect components, including Interaction Center (CIC), Interaction Designer (handlers), Interaction Attendant, and Interaction Dialer. Solid understanding of contact center operations, call flow, and business processes. Experience with VoIP, SIP, and related telephony protocols. Proficiency in diagnosing network-related issues that impact the Genesys environment. Experience with system maintenance, including applying patches and updates. Excellent problem-solving, analytical, and communication skills. Ability to work independently and collaboratively in a fast-paced environment. Familiarity with ITIL concepts and agile methodologies is a plus. Preferred Skills Genesys PureConnect certifications (e.g., ICCS, ICCE, ICDE). Experience with database technologies, particularly SQL, for reporting and data analysis. Knowledge of other Genesys products (e.g., Genesys Cloud, PureEngage) is a bonus. Experience with scripting or programming languages (e.g., C#, .NET) for custom handler development. Experience with Windows Server administration.