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 :