Senior Genesys Cloud Engineer

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

📋 Description

• Design, develop, configure, and sustain Genesys Cloud CX solutions.

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

• Configure and optimize routing in Genesys Cloud, including queues, skills, schedules, and routing rules.

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

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

• Set up recording and quality management features.

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

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

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

• Collaborate with technical and business teams to deliver 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.

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

• Familiarity with configuring Genesys Cloud Outbound Dialing, including Predictive, Progressive, and Preview Campaigns.

• Experience in Recording, Quality Management, Analytics, and Reporting, which includes recording configuration, tagging, quality assurance processes, dashboards, and Analytics APIs.

• Experience with Genesys Dialog Engine Bot Flows and Bot Connector, including integrations with third-party bot platforms such as Google Dialogflow or AWS Lex (preferred).

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

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Certification programs.

• Mentoring and talent investment initiatives.

• Opportunities for internal mobility.

• Internship opportunities.

• Collaboration on impactful projects for leading global clients.

• An inclusive and supportive work environment with open communication.

• Regular team-building social events within the company.