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, which includes routing logic, customer identification and authentication, and pre-operator stages.

• Lead the development and integration of the WhatsApp Business channel within Genesys Cloud, focusing on templates, digital routing, and Business-Scoped User ID (BSUID) management.

• Configure and enhance Outbound and Skill Based Dialling campaigns, ensuring Fair Use compliance, dialing ratios, and agent-to-skill assignments.

• Serve as a technical reference for Marketing rollout initiatives, including campaign assignments, predictive and progressive dialing, contact list management, and contactability.

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

• Deliver functional and technical support for incidents and requests associated with IVR, WhatsApp, and Outbound functionalities.

• Document solution designs, flows, and configurations, preparing technical deliverables such as manuals, diagrams, and test cases in both English and Spanish.

• Establish and implement best practices, configuration standards, and testing plans for new platform developments.

• Collaborate with Genesys, system integrators, and other vendors to resolve incidents and evaluate new platform features.

• Work alongside Marketing, Operations, Development, and Platform teams to convert business requirements into technical solutions.

⛳️ Requirements

• A minimum of 6 years of hands-on experience with Genesys Cloud CX in high-volume contact center settings.

• Strong proficiency in developing and configuring IVR flows using Genesys Cloud Architect.

• Relevant experience with Composer/ININ in Genesys OnPrem.

• Practical experience integrating the 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 in using Genesys Cloud REST APIs, Data Actions, and webhooks for integrations with third-party and internal systems.

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

• Bilingual proficiency in both Spanish and English.

• English proficiency at B2+ level.

• Spanish proficiency at C1+ level.

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

• Understanding of telephony regulatory frameworks, including STIR/SHAKEN, Ley SAC, and prefix regulations, is advantageous.

• Official Genesys Cloud certifications, such as Genesys Cloud Certified Professional, are beneficial.

• Experience in migration projects from Genesys OnPrem to Genesys Cloud is a plus.

• Familiarity with conversational AI or AIOps solutions for IVR and voicebots, such as ElevenLabs or similar platforms, is desirable.

• Experience working with large-scale contact centers in the security, alarms, or subscription services sectors is a bonus.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Language courses.

• Relocation program.

• Flexibility to work remotely through a Work From Anywhere culture.

• Opportunities for professional development.

• Certification programs available.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Participation in impactful projects for top global clients.

• An inclusive and supportive work environment that encourages open communication.

• Regular company social events focused on team building.

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