Genesys Engineer

Job Description:

• We are looking for experienced Genesys Contact Center IVR Professionals to design develop implement and support enterprise contact center solutions
• The ideal candidate should have hands on experience in Genesys platforms IVR development call routing strategies CTI integrations contact center operations and customer experience solutions

Key Responsibilities:

• Design develop and support Genesys Contact Center solutions
• Configure and maintain IVR applications call flows routing strategies and reporting solutions
• Work on Genesys components such as GVP Composer IRD Routing SIP Server UCS CME WFM and Reporting tools
• Develop and troubleshoot voice applications and self service solutions
• Integrate contact center platforms with CRM and third party applications
• Monitor system performance and ensure high availability of contact center environments
• Perform root cause analysis and resolve production issues
• Collaborate with business stakeholders to gather requirements and implement solutions
• Participate in deployments upgrades migrations and system enhancements
• Required Skills
• Strong experience in Genesys Contact Center Platform
• Hands on experience in IVR Design Development
• Knowledge of Call Routing SIP CTI Voice Gateway and Telephony Concepts
• Experience with Genesys Engage Cloud CX environments
• Understanding of Contact Center Operations and Customer Experience solutions
• Experience with troubleshooting and production support
• Basic knowledge of SQL APIs and integration technologies
• Excellent communication and stakeholder management skills

Technical Requirements:

• Genesys Cloud CX Certifications
• Experience in CRM integrations Salesforce Dynamics ServiceNow etc
• Exposure to AWS Azure cloud environments
• Understanding of reporting and analytics tools

Additional Responsibilities:

• Mandatory Skills
• Genesys Engage Genesys Cloud CX
• Contact Center Technologies
• IVR Design Development
• Call Routing Call Flow Design
• SIP CTI Telephony Integration
• Voice Bots Self Service Applications
• Production Support Troubleshooting
• Good to Have Skills
• Salesforce ServiceNow CRM Integration
• Java
• NET APIs Web Services
• SQL Database Knowledge
• AWS Azure Cloud Exposure
• Reporting Analytics Tools
• Workforce Management WFM

Preferred Skills:

Technology->Communication->IVR/CCT,Technology->Infrastructure-Contact Center->ContactCenter model