Senior Genesys Cloud Engineer

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

📋 Description

• Design, configure, and implement IVR flows within Genesys Cloud Architect, covering routing logic, customer identification and authentication, and pre-operator stages.

• Oversee the development and integration of the WhatsApp Business channel in Genesys Cloud, focusing on templates, digital routing, and BSUID management.

• Configure and enhance Outbound and Skill Based Dialling campaigns, ensuring Fair Use compliance, dialing ratios, and agent-to-skill assignments.

• Serve as a technical authority for Marketing rollout initiatives, including campaign assignments, predictive and progressive dialing, contact list management, and contactability.

• Contribute to the integration architecture of Genesys Cloud with internal applications using the Embeddable Framework, EventBridge, and APIs.

• Offer functional and technical support for incidents and requests related to IVR, WhatsApp, and Outbound functionalities.

• Document solution designs, flows, and configurations, and prepare technical deliverables, including manuals, diagrams, and test cases, in both English and Spanish.

• Establish and implement best practices, configuration standards, and testing plans for new platform developments.

• Collaborate with Genesys, system integrators, and other vendors to resolve incidents and assess new platform features.

• Work alongside Marketing, Operations, Development, and Platform teams to convert business requirements into technical solutions.

⛳️ Requirements

• A minimum of 6 years of hands-on experience with Genesys Cloud CX in high-volume contact center settings.

• Strong proficiency in developing and configuring IVR flows using Genesys Cloud Architect.

• Relevant experience with Composer/ININ in Genesys OnPrem.

• Practical experience in integrating the WhatsApp Business API with contact center platforms.

• Expertise in Skill Based Dialling (SBD) and Outbound campaign management within Genesys Cloud, including Fair Use, dialing ratios, DNC lists, and contactability.

• Hands-on experience with Genesys Cloud REST APIs, Data Actions, and webhooks.

• Familiarity with digital channels such as chat and SMS, along with digital routing/ACD configuration.

• Fluency in both Spanish and English.

• Proficiency in English at B2+ level.

• Proficiency in Spanish at C1+ level.

• Experience with Speech and Text Analytics and contactability dashboards is a plus.

• Knowledge of telephony regulatory frameworks, including STIR/SHAKEN, Ley SAC, and prefix regulations, is advantageous.

• Official Genesys Cloud certifications, such as Genesys Cloud Certified Professional, are preferred.

• Experience with migration projects from Genesys OnPrem to Genesys Cloud is a bonus.

• Familiarity with conversational AI or AIOps solutions for IVR and voicebots, such as ElevenLabs or similar platforms, is beneficial.

• Experience in large-scale contact centers within the security, alarms, or subscription services sectors is an asset.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Language courses.

• Relocation program.

• Flexibility for remote work / Work From Anywhere culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Engaging projects for top global clients.

• An inclusive and supportive work environment.

• Regular team-building social events.