Genesys Systems Engineer

This is a fully remote position, open to applicants in Dominican Republic.

📋 Description

• Provide assistance and support in maintaining the Genesys contact center platform.

• Aid in the configuration, management, and ongoing optimization of contact center routing, IVR, and omnichannel workflows.

• Support omnichannel communications by integrating SMS, voice, and email.

• Develop a comprehension of Genesys flow logic and contribute to ongoing enhancements.

• Implement straightforward features and scalable solutions to address both business and technical challenges.

• Collaborate with cross-functional stakeholders to collect requirements and convert them into technical designs.

• Troubleshoot platform issues and assist in the resolution of incidents.

• Monitor system performance and capacity.

• Support integrations with internal CRM systems and third-party tools.

• Work alongside Salesforce colleagues on co-developing features.

⛳️ Requirements

• 2–4 years of experience in a relevant telecom position, such as a Genesys Administrator or Engineer.

• Preferred experience with Genesys Cloud CX.

• Strong technical knowledge of the Genesys platform, including routing, basic API integrations, and omnichannel capabilities.

• Familiarity with digital campaign management, encompassing SMS and email journeys, as well as autodialer campaign management.

• Good understanding of telecom concepts, including WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing.

• Experience collaborating with technical support and telecom carriers to resolve P1/P2 incidents.

• Knowledge of Salesforce and experience with its integration into contact center systems.

• Proven experience in gathering requirements directly from business stakeholders.

• Strong problem-solving and critical-thinking abilities.

• Excellent written and verbal communication skills.

• Legally authorized to work in the Dominican Republic.

🏝️ Benefits

• Flexible work location: employees may work from home, in the office, or a combination of both.

• Flexible hours.

• Opportunity to support a critical platform that impacts core business operations.

• Mission-driven work that supports small-business access to funding.