Job Summary: The Genesys Engineer is responsible for designing, configuring, and maintaining the Genesys Contact Center platform, ensuring its smooth operation. This role focuses on implementing routing strategies, managing integrations, and optimizing the overall system performance. The engineer will collaborate with various teams to develop solutions that enhance customer service delivery.

Key Responsibilities:

• Design, deploy, and maintain Genesys Contact Center solutions, including voice, email, chat, and social media integrations.
• Configure and maintain routing strategies, IVR flows, and call distribution rules using Genesys tools (e.g., Genesys Composer, Interaction Routing Designer).
• Collaborate with business teams to gather requirements and customize the platform to meet specific needs.
• Troubleshoot and resolve issues related to the Genesys platform, ensuring minimal downtime and optimal performance.
• Integrate the Genesys platform with other systems (e.g., CRM, workforce management) to enhance the customer experience.
• Monitor system performance, analyze call flow data, and optimize the configuration to improve efficiency.
• Implement security measures to protect the integrity of the communication platform.
• Provide training and technical support to users and staff on Genesys tools and functionalities.
• Maintain system documentation and develop procedures for disaster recovery and business continuity.
• Work closely with network, voice, and telephony teams to ensure cohesive communication solutions.

Bachelor’s degree in Computer Science, Information Technology, or related field.Proven experience with Genesys platforms (e.g., PureEngage, PureConnect, or PureCloud).Expertise in Genesys Framework components, including Genesys Routing, SIP Server, GVP (Genesys Voice Platform), and reporting tools (CCPulse, ICON).Strong understanding of IVR systems, call routing, and telephony protocols (e.g., SIP, VoIP, TDM).Experience with Genesys Workspace, Interaction Recorder, and WFM tools.Proficiency in scripting languages (e.g., VXML, JavaScript, or Python).Familiarity with cloud-based Contact Center as a Service (CCaaS) solutions.Strong analytical and problem-solving skills with the ability to troubleshoot complex issues.Preferred Qualifications:Genesys certification such as Genesys Certified Professional (GCP).Experience with Omni-channel contact center solutions.Knowledge of integration with CRM systems like Salesforce or Microsoft Dynamics.Experience with reporting tools like Genesys InfoMart or Business Intelligence solutions.Skills & Competencies:Excellent communication skills to collaborate with cross-functional teams.Ability to work in a fast-paced environment with changing priorities.Strong attention to detail and organizational skills.Proactive approach to identifying and resolving issues.