- Collaborate with clients to gather and analyse their business requirements related to contact centre operations.
- Design, develop, and deploy modular cloud-based systems
- Develop and maintain cloud solutions in accordance with best practices
- Ensure efficient functioning of data storage and process functions in accordance with company security policies and best practices in cloud security
- Identify, analyze, and resolve infrastructure vulnerabilities and application deployment issues
- Regularly review existing systems and make recommendations for improvements
- Interact with clients, provide cloud support, and make recommendations based on client needs
- Design and architect Genesys contact centre solutions, considering factors such as call routing, IVR, workforce management, reporting, and integration with other systems.
- Configure, customize, and integrate Genesys software components to align with the project requirements.
- Conduct system testing to ensure the proper functioning and performance of the Genesys applications.
- Provide technical support and troubleshoot issues related to Genesys solutions, including identifying and resolving system defects and performance bottlenecks.
- Create and maintain documentation, including system designs, configurations, and user guides.
- Collaborate with cross-functional teams, including project managers, developers, system administrators, and business stakeholders, to ensure successful project delivery.
- Stay updated with the latest Genesys product releases, features, and best practices.
Bachelor's degree in computer science, information technology, or a related field.Proven experience as a Genesys Cloud in a similar role, with a strong track record of successful Genesys implementations. Relevant training and/or certifications as a Cloud EngineerTroubleshooting and analytical skillsIn-depth knowledge and hands-on experience with Genesys contact center solutions, such as Genesys PureEngage, PureConnect, or PureCloud.Proficiency in contact center technologies, including ACD, IVR, CTI, and workforce management.Strong problem-solving and troubleshooting skills, with the ability to analyze complex technical issues and provide effective solutions.Excellent communication and interpersonal skills, with the ability to interact with clients and team members at all levels.Project management skills, including the ability to manage multiple tasks, prioritize work, and meet project deadlines.