Senior Genesys Cloud Engineer

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

📋 Description

• Design, develop, configure, and sustain Genesys Cloud CX solutions in alignment with both technical specifications and customer needs.

• Create and enhance interaction flows within Genesys Cloud Architect, encompassing IVR, ACD, queues, bots, omnichannel interactions, callbacks, and social messaging.

• Configure and optimize routing within Genesys Cloud, including queues, skills, schedules, and routing rules.

• Build and uphold integrations with external systems utilizing Genesys Cloud Platform APIs, webhooks, and Data Actions for REST/JSON APIs.

• Develop and manage configurations for Outbound Dialing, covering Predictive, Progressive, and Preview Campaigns.

• Oversee recording and quality management functionalities.

• Implement conversational automation through Dialog Engine Bot Flows and third-party bots using Bot Connector.

• Set up Genesys Cloud analytics, dashboards, and reporting tools.

• Deliver Level 2/3 technical support for incidents and service requests.

• Collaborate with both technical and business teams to provide effective solutions.

• Work closely with the Spanish team during Spanish business hours, from 10:00 AM to 6:00 PM Spain time.

⛳️ Requirements

• Over 6 years of experience in designing, developing, configuring, and maintaining Genesys Cloud CX solutions.

• Proficiency in English at a B2+ level.

• Proficiency in Spanish at a C1+ level.

• Practical experience with Genesys Cloud Architect, including call, messaging, IVR, and bot flows.

• Hands-on experience with Genesys Cloud Platform APIs, specifically REST API integrations, queries, webhooks, and process automation.

• Familiarity with Genesys Cloud Data Actions for the integration of external REST/JSON APIs.

• Experience in configuring Genesys Cloud Outbound Dialing, including Predictive, Progressive, and Preview Campaigns.

• Background in Recording, Quality Management, Analytics, and Reporting, covering recording configuration, tagging, quality assurance processes, dashboards, and Analytics APIs.

• Nice to have: Experience with Genesys Dialog Engine Bot Flows and Bot Connector, including integrations with Google Dialogflow or AWS Lex.

• Nice to have: Experience in Workforce Engagement Management (WEM), including schedules, skills, and workforce planning.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Remote work flexibility / Work From Anywhere Culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Collaboration on significant projects for leading global clients.

• An inclusive and supportive work environment with open channels of communication.

• Regular team-building social events organized by the company.

• Commitment to sustainable business practices focusing on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.