Software Engineer

Key Responsibilities:

• Platform Configuration:

  Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.

• Requirement gathering:

  Collaborate with business teams to gather and analyze requirements for contact center workflows and features.

• System Integration:

  Integrate Genesys Cloud with CRMs, databases, and third-party APIs.

• WhatsApp -

  Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.

• SMS -

  Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.

• Email -

  Set up and manage call flows, queues, wrap-up codes, and routing logic using Genesys Architect.

• User Management:

  Administer users, roles, groups, and permissions.

• Monitoring & Reporting:

  Generate performance reports, monitor real-time metrics, and analyze customer interaction data.

• Troubleshooting:

  Resolve technical issues, liaise with support teams, and ensure platform stability.

• Template & Messaging Setup:

  Configure outbound messaging templates and manage canned responses.

• UAT & Deployment Support:

  Participate in testing phases and ensure smooth rollout of new configurations.

Preferred Skills:

• Experience with

  Genesys Cloud CX / PureCloud

• Knowledge of S

  alesforce

• Knowledge of JIRA
• Knowledge of Qtest
• Familiarity with

  contact center operations

• Strong analytical and problem-solving skills
• Excellent communication and documentation abilities