Senior Genesys Cloud Engineer

Technologies we use

Your responsibilities

• Design and implement complex Genesys Cloud contact center solutions
• Configure/develop/maintain advanced call flows, routing strategies, IVRs and integration points within Genesys Cloud, but also monitoring & reporting tools
• Support of the Genesys Cloud platform, incident management and user support, follow up incidents on telephony platforms
• 2nd level application support of the assigned applications and sporadic weekend or outside business hours assignments
• Maintain assignments, follow-up, and report via tickets in Jira
• Manage phones numbers (DNIS or agent phone numbers) and telephony related topics
• Propose optimizations about the processes and configuration
• Ensure the operations of services developed externally by software suppliers
• Planning and implementation of releases in coordination between customers and some software suppliers
• System integration of new applications into the production environment
• Create/Update specifications for external/internal parties around CTI platforms (Business analysis)
• Actively lead contact center projects using Genesys Cloud platform capabilities, keeping links with related projects/programs
• Manage invoices and budget for partners
• Relationship with external suppliers
• Collaborate and share knowledge with our core team to deliver scalable contact center solutions

Our requirements

• 5+ years of recent hands-on experience (Senior role) with Genesys Cloud solutions
• Strong knowledge about Genesys Cloud capabilities
• Ability to work independently and collaboratively in a multidisciplinary team environment
• Ability to develop subject matter expertise across all the systems/technologies you support, including technical details and operational processes
• Confident analytical and problem-solving skills
• Experience working in a ‘support’ environment, including liaising with end-users
• Flexibility to work exceptionally during extra business hours for maintenance reasons on CTI solutions
• Fluent in English, good written and oral communication skills
• Keen interest in continuous learning

What we offer

• Private medical & life insurance
• MyBenefit Platform
• Holiday allowance
• Public transportation allowance
• Meal allowance
• Annual bonus

Benefits