Senior Genesys Cloud Engineer

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

📋 Description

• Design, set up, and implement IVR flows in Genesys Cloud Architect.

• Develop and integrate the WhatsApp Business channel within Genesys Cloud.

• Configure and enhance Outbound and Skill Based Dialling campaigns.

• Serve as a technical reference for marketing rollout initiatives.

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

• Provide functional and technical assistance for incidents and requests related to IVR, WhatsApp, and outbound functionality.

• Document solution designs, workflows, and configurations.

• Prepare technical deliverables such as manuals, diagrams, and test cases in both English and Spanish.

• Define and implement best practices, configuration standards, and testing plans.

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

• Work alongside Marketing, Operations, Development, and Platform teams to translate business needs 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 using Genesys Cloud Architect.

• Experience with Composer/ININ in Genesys OnPrem.

• Hands-on experience in integrating WhatsApp Business API with contact center platforms.

• Expertise in Skill Based Dialling (SBD) and managing outbound campaigns in Genesys Cloud, including Fair Use, dialing ratios, DNC lists, and contactability.

• Proficient with Genesys Cloud REST APIs, Data Actions, and webhooks.

• Experience with digital channels such as chat and SMS, along with digital routing/ACD configuration.

• Proficiency in English at a B2+ level.

• Proficiency in Spanish at a C1+ level.

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

• Understanding of telephony regulatory frameworks such as STIR/SHAKEN, Ley SAC, and prefix regulations is a plus.

• Official Genesys Cloud certifications are an advantage.

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

• Knowledge of conversational AI or AIOps solutions for IVR and voicebots is a plus.

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

🏝️ Benefits

• Comprehensive compensation and benefits package.

• 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.

• Internal mobility opportunities.

• Internship opportunities.

• Engaging projects for leading global clients.

• Inclusive and supportive work atmosphere.

• Regular team-building social events.