Senior Genesys Cloud Engineer

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

📋 Description

• Design, develop, configure, and sustain Genesys Cloud CX solutions that meet both technical and customer specifications.

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

• Configure and improve Genesys Cloud routing, encompassing queues, skills, schedules, and routing rules.

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

• Create and manage Outbound Dialing configurations, including Predictive, Progressive, and Preview Campaigns.

• Implement recording and quality management features.

• Apply conversational automation through Dialog Engine Bot Flows and third-party bots via Bot Connector.

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

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

• Collaborate with both technical and business teams to deliver efficient solutions.

⛳️ Requirements

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

• Proficiency in English at B2+ level.

• Proficiency in Spanish at C1+ level.

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

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

• Familiarity with Genesys Cloud Data Actions for integrating external REST/JSON APIs.

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

• Knowledge 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 with Workforce Engagement Management (WEM), including schedules, skills, and workforce planning.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Remote work flexibility.

• Professional development opportunities.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Collaboration on impactful projects for top global clients.

• Inclusive and supportive work environment.

• Regular team-building company social events.