Genesys Contact Center Engineer

Job Title

Job Description: Pay Range: $50hr - $56hr

Must-Have Technical Experience

• Technical experience, knowledge and hands-on experience on Genesys or some other Cloud solutions Implementation and maintenance of the Cloud contact center or any other CCaaS solutions.
• Detailed technical and practical experience of solution deployments on Genesys PureCloud contact center solution.
• Collaborate and define components of Genesys Cloud solutions, from both functional and business perspective.
• Implement Genesys Cloud platform configurations, changes, and deployments to production.
• GCA/GCP certification are preferred.
• Hands on experience on Genesys Cloud Architect, Routing, Contact center, Telephony and People & permission modules.
• Understanding of peripheral contact center applications and integrations including familiarity with CRM, workforce management (WFM), quality management (QM), display boards and reporting tools.
• Develop and manage IVR platform using Genesys Cloud Architect and enhance call flows.
• Troubleshoot, resolve, manage Genesys Cloud incident tickets, and resolve system issues.
• Involved in all aspects of Cloud technology for the Contact Center.

Other Key Focus

• Experience in integration with app foundry partner solutions like AWS S3, AWS lex bot, AWS Polly, and Microsoft dynamics.
• Chat bot and human-agent interaction.
• Email interaction.
• Web Messaging/Chat interactions.
• Web Services Integration.
• Scripter.
• Good knowledge in AWS solutions. AWS CI/CD, Lambda, Cloud watch and S3 bucket.
• Good knowledge in Service Now ticketing tool.
• Superior interpersonal, verbal, and written communication skills.
• Ability to manage partners and vendors.
• Must involve in team discussion and customer discussion on new projects and enhancements.
• Time management and prioritization skills.
• Ability to develop strong working relationships.
• Ability to manage multiple activities and changing priorities.