Senior Genesys Cloud Engineer

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

📋 Description

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

• Ensure that solutions meet both technical specifications and customer needs.

• Create and refine interaction flows in Genesys Cloud Architect, which include IVR, ACD, queues, bots, omnichannel interactions, callbacks, and social messaging.

• Configure and enhance routing capabilities in Genesys Cloud, focusing on queues, skills, schedules, and routing rules.

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

• Develop and manage Outbound Dialing configurations, encompassing Predictive, Progressive, and Preview Campaigns.

• Set up 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.

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

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

• Work in conjunction with the Spanish team during Spanish business hours, from 10:00 AM to 6:00 PM Spain time.

⛳️ Requirements

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

• Proficient in English at a B2+ level.

• Proficient in Spanish at a C1+ level.

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

• Hands-on experience with Genesys Cloud Platform APIs, focusing on 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.

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

• Preferred: Experience with Genesys Dialog Engine Bot Flows and Bot Connector, including integrations with Google Dialogflow or AWS Lex.

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

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Flexibility for remote work.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship opportunities.

• Collaboration on impactful projects for leading global clients.

• An inclusive and supportive work environment.

• Regular team-building social events within the company.