Senior Genesys Cloud Engineer

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

📋 Description

• Design, configure, and implement IVR flows in Genesys Cloud Architect, encompassing routing logic, customer identification and authentication, as well as pre-operator stages.

• Spearhead the development and integration of the WhatsApp Business channel within Genesys Cloud, which includes templates, digital routing, and Business-Scoped User ID (BSUID) management.

• Set up and enhance Outbound and Skill Based Dialling campaigns, focusing on Fair Use compliance, dialing ratios, and agent-to-skill assignments.

• Serve as a technical consultant for Marketing rollout projects, which involve campaign assignment, predictive and progressive dialing, contact list management, and contactability.

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

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

• Document solution designs, flows, and configurations while preparing technical deliverables such as manuals, diagrams, and test cases in both English and Spanish.

• Establish and enforce best practices, configuration standards, and test plans for new platform developments.

• Collaborate with Genesys, system integrators, and other vendors for incident resolution and evaluation of new platform features.

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

⛳️ Requirements

• Over 6 years of practical experience with Genesys Cloud CX in high-volume contact center settings.

• Strong background in developing and configuring IVR flows with Genesys Cloud Architect.

• Relevant experience with Composer/ININ in Genesys OnPrem.

• Practical knowledge of integrating WhatsApp Business API with contact center platforms.

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

• Hands-on experience with Genesys Cloud REST APIs, Data Actions, and webhooks for both third-party and internal system integrations.

• Experience with digital channels such as chat and SMS, including digital routing and ACD configurations.

• Bilingual fluency in Spanish and English.

• English proficiency at B2+ level.

• Spanish proficiency at C1+ level.

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

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

• Official Genesys Cloud certifications, like Genesys Cloud Certified Professional, are desirable.

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

• Knowledge of conversational AI or AIOps solutions for IVR and voicebots, such as ElevenLabs or similar platforms, is a plus.

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

🏝️ Benefits

• Comprehensive compensation and benefits package.

• 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 options.

• Internship opportunities.

• Chance to collaborate on impactful projects for leading global clients.

• Inclusive and supportive work environment with open communication.

• Regular team-building social events.

• Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.