Senior Genesys Cloud Engineer

This is a fully remote position, open to applicants in Peru.

📋 Description

• Design, configure, and implement IVR flows within Genesys Cloud Architect, encompassing routing logic, customer identification and authentication, as well as pre-operator stages.

• Spearhead the development and integration of the WhatsApp Business channel in Genesys Cloud, which includes templates, digital routing, and management of Business-Scoped User IDs (BSUID).

• Set up and enhance Outbound and Skill Based Dialling campaigns, focusing on Fair Use compliance, dialing ratios, and agent-to-skill assignments.

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

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

• Offer functional and technical support for incidents and requests concerning IVR, WhatsApp, and Outbound functionalities.

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

• Define and implement best practices, configuration standards, and test plans for new platform developments.

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

• Partner with Marketing, Operations, Development, and Platform teams to translate business requirements into technical solutions.

⛳️ Requirements

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

• Strong background in developing and configuring IVR flows with Genesys Cloud Architect.

• Relevant experience with Composer/ININ in Genesys OnPrem.

• Practical experience in integrating WhatsApp Business API with contact center platforms.

• Proficient in Skill Based Dialling (SBD) and Outbound campaign management in Genesys Cloud, including Fair Use, dialing ratios, DNC lists, and contactability.

• Hands-on experience with Genesys Cloud REST APIs, Data Actions, and webhooks.

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

• Proficiency in English at a B2+ level.

• Proficiency in Spanish at a 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 with migration projects from Genesys OnPrem to Genesys Cloud is a plus.

• Knowledge of conversational AI or AIOps solutions for IVR and voicebots, like ElevenLabs or similar platforms, is desirable.

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

🏝️ 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 initiatives

• Internal mobility opportunities

• Internship opportunities

• Collaboration on impactful projects for top global clients

• An inclusive and supportive work environment with open communication

• Regular team-building social events

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