Senior Genesys Cloud Engineer

This is a fully remote position, open to applicants in India, +1 more country.

📋 Description

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

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

• Set up and improve Genesys Cloud routing mechanisms, including 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.

• Establish and manage Outbound Dialing setups, covering Predictive, Progressive, and Preview Campaigns.

• Configure recording and quality management functionalities.

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

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

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

• Work collaboratively with technical and business teams to provide effective solutions.

• Coordinate 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 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, which includes Predictive, Progressive, and Preview Campaigns.

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

• Familiarity with Genesys Dialog Engine Bot Flows and Bot Connector, as well as integrations with third-party bot platforms like Google Dialogflow or AWS Lex is a plus.

• Experience with Workforce Engagement Management (WEM), encompassing schedules, skills, and workforce planning is desirable.

🏝️ 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 programs.

• Opportunities for internal mobility.

• Internship opportunities.

• Collaboration on impactful projects for leading global clients.

• An inclusive and supportive work atmosphere.

• Open communication.

• Regular team-building company social events.