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.