Key Responsibilities:
- Collaborate with stakeholders to gather requirements and translate them into effective technical solutions.
- Develop and implement automated workflows and integrations between Genesys Cloud and other enterprise systems, with a strong emphasis on API development.
- Create and maintain custom scripts (JavaScript, Python) to enhance platform functionality and automation.
- Design, deploy, and manage Genesys Cloud CX solutions to meet business requirements.
- Customize and configure the Genesys Cloud platform, including call routing, IVR, omnichannel features, and outbound campaign functionalities.
- Provide ongoing support and troubleshooting for Genesys Cloud environments.
- Monitor system performance, ensure high availability, and conduct regular system optimizations.
- Document designs, configurations, and operational procedures.
- Train and mentor internal teams on Genesys Cloud capabilities and best practices.
- Stay up to date with Genesys Cloud features and updates, applying new knowledge to enhance platform capabilities.
Qualifications (in order of priority):
- Extensive experience with API development and web services (REST, SOAP).
- Knowledge of outbound campaign management and dialing modes (predictive, progressive, preview).
- Hands-on experience with scripting languages (JavaScript, Python) for automation and customization.
- Excellent problem-solving skills and attention to detail.
- Strong communication skills and ability to work collaboratively with technical and non-technical teams.
- Proven experience in deploying and managing Genesys Cloud CX platforms.
- Strong understanding of cloud-based contact center architecture and components.
- Experience with IVR design, call flow development, routing strategies, and omnichannel solutions.
- Genesys Cloud certifications (such as Genesys Cloud Certified Professional) are a plus.
