Genesys Cloud Engineer

SPECIAL ORDER SYSTEMS INC-posted 1 day ago
$80,000 - $100,000/Yr
Full-time • Mid Level
Remote • Loomis, CA
11-50 employees
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The Genesys Cloud Engineer is a critical technical role responsible for delivering Genesys Cloud implementation services, value add customizations and providing exceptional customer support. This position focuses on the configuration, integration and ongoing support of Genesys Cloud solutions. The ideal candidate will have a strong technical background, excellent problem-solving skills, experience in Genesys integration and customization and a customer-centric mindset to ensure successful implementations and high levels of client satisfaction.

  • System Design & Configuration: Design, implement, and configure Genesys Cloud CX products to meet customer solutions. Pre-sale solutions design and consulting
  • Deployment & Integration: Lead the integration of Genesys platforms with other third-party applications, including CRM systems, databases, REST API integration and business intelligence tools.
  • Troubleshooting & Support: Provide technical support and troubleshooting for Genesys systems, including diagnosing issues, identifying root causes, and implementing fixes to ensure system uptime and availability.
  • Performance Monitoring & Optimization: Monitor system performance and implement optimizations to ensure maximum efficiency and responsiveness for end-users.
  • Documentation: Create and maintain detailed documentation for system configurations, procedures, and troubleshooting steps.
  • Architect, Scripts, Screen Pop & other customizations: Customize and script Genesys solutions to meet business needs, including developing IVR scripts, various flows (BOT, voice, email, messaging), Agent scripts and screen pops and reporting templates.
  • Collaboration: Work closely with clients, product managers, developers, and other stakeholders to ensure requirements are met and solutions are delivered on time. Customer satisfaction is a key requirement
  • Training & Knowledge Sharing: Provide training for end-users and internal teams on the usage of Genesys platforms and best practices.
  • Security & Compliance: Ensure that the Genesys solution meets industry security and compliance standards, particularly in regulated industries. Emergency escalation rotation for Genesys clients
  • Technical Expertise: Strong experience with Genesys Cloud architecture (media type routing, reporting and workforce engagement tools).
  • Proficiency in contact center technologies and solutions, including ACD (Automatic Call Distribution), IVR (Interactive Voice Response), and WFM (Workforce Management).
  • Experience with integrations such as REST API, databases, server environments, and integration tools (REST API, SOAP, etc.).
  • Programming & Scripting Skills: Knowledge of scripting languages such as JavaScript, Python, or SQL for customizing Genesys solutions.
  • Experience with creating IVR scripts, call flows, and integrating APIs.
  • Problem-Solving: Strong troubleshooting and analytical skills to resolve issues quickly and efficiently.
  • Communication: Excellent communication skills for interacting with clients, technical teams, and other stakeholders.
  • Experience: 3+ years of experience in deploying, configuring, and supporting Genesys systems.
  • Experience with system integration, performance tuning, and application support.
  • A degree in Computer Science, Information Technology, or a related field is preferred.
  • Equivalent work experience in a technical support or system engineering role may be considered in lieu of formal education.
  • Experience with multi-channel contact center systems (voice, email, chat, etc.).
  • Strong understanding of VoIP, SIP, WebRTC, phone handsets, headsets and telephony systems.
  • Excellent troubleshooting and analytical skills to resolve technical issues quickly.
  • Ability to communicate effectively with technical and non-technical stakeholders.
  • Detail-oriented with a focus on delivering high-quality, customer-focused solutions.
  • Work in a self-driven, fast-paced environment
  • Ability to manage multiple priorities
  • Professional presentation and communication skills
  • Ability to solve problems through creative thinking and determination
  • Strong written and verbal communication skills
  • Experience with AudioCodes or Cisco voice gateways preferred
  • Daily time entry and ticket updates
  • Knowledge of cloud technologies and SaaS-based solutions.
  • Understanding of customer experience management (CX) and contact center analytics.
  • Ability to work in a fast-paced, customer-focused environment.
  • Genesys certifications (such as Genesys Certified Professional, Genesys Cloud Architect, or Genesys Engage) are advantageous.
  • IT certifications like CompTIA A+, Network+, or CCNA are helpful.
  • Competitive salary
  • Health and wellness benefits
  • Flexible working hours and remote work options
  • Opportunities for professional development and certifications
  • Full benefit suite
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