Senior Genesys Cloud Engineer

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

📋 Description

• Design, develop, configure, and maintain solutions using Genesys Cloud CX.

• Ensure solutions meet both technical and customer specifications.

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

• Set up and refine Genesys Cloud routing, encompassing queues, skills, schedules, and routing rules.

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

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

• Establish recording and quality management features.

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

• Configure analytics, dashboards, and reporting solutions within Genesys Cloud.

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

• Collaborate with both technical and business teams to provide effective 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 the integration of external REST/JSON APIs.

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

• Expertise in Recording, Quality Management, Analytics, and Reporting, which includes 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: Familiarity with Workforce Engagement Management (WEM), including schedules, skills, and workforce planning.

• Availability to work during Spanish business hours, from 10:00 AM to 6:00 PM Spain time.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Flexibility for remote work / Work From Anywhere culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility prospects.

• Internship opportunities.

• An inclusive and supportive workplace environment.

• Regular team-building social events.

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