Senior Genesys Cloud Engineer

The Central Genesys Cloud Team is an elite CX outsourcer for startups, scale-ups, and blue-chips. We build powerful customer engagement & insight solutions to protect client investment, mitigate financial & operational risk, and accelerate ROI.

This Senior Genesys Cloud Engineer will play a crucial role in designing, implementing, and maintaining our contact center and unified communication platform for clients. The primary focus would be on Genesys Cloud CX Contact Center, along with another UC Platform.

• Identify, examine, and resolve moderately complex problems with business communication systems.
• Provide high-level technical consultation support to customers worldwide.
• Support complex configuration programming changes for internal & external customers.
• Act as Project Lead and Technical Lead on a need-to-need basis, especially on Telecom and Telephony driven projects.
• Collaborate with stakeholders & partners supporting end-user installations, configuration & programming changes.
• Deliver process training/KB's for new joiners.
• Deliver technical KB's to external teams depending upon skills & requirements.
• Create Job Aids, MOP for internal team members & customers on demand.
• Perform remote/on-site implementation, demonstration, and delivery of the solution.
• Handle technical escalations & technical issues escalated by team members.
• Able to meet all Service level targets on all Ticketing Queues on Service Requests, Change tickets, Incidents, and Projects.
• Must be able to escalate when required within Partners Support to avoid downtimes.

Key Performance Indicators: Successful candidates should be able to design, implement, and maintain contact centers and unified communication platforms for clients, meeting service level targets and avoiding downtime.

• 5-8+ years of Genesys Cloud experience, in contact center industry, and minimum 5-7 years' Experience of any other Telephony platform.
• Working on Genesys Cloud Solution with Implementation experience on Telephony, Contact Center, Integrations, Reporting, Text & Speech Analytics, Quality Management (Call Recording), Call Routing, Performance Management, Email, Chat, Social, Co-Browse, Interactive Voice response, Voice & Digital Bots, and AppFoundry Partners.
• Must have understanding on Genesys products with multiple used cases for multiple industries.
• Should be able to create Private, Public SIP Trunks with multiple Carriers and third-party ACDs. ITIL model of service delivery, understanding of SLA's, contracts. Exposure to supporting global customers, working 24*7 environment.
• Must be able to secure Contact Center platform using several Security techniques in a PCI and HIPAA environments.
• Able to proactively plan capacities, based on business requirement, and provide Flawless Design in a dynamic way.
• Must have knowledge on Working of Genesys Cloud in multiple regions/continents utilizing Global Media Fabric.
• Must be able to act as SME for software engineers and business users, for effective integration and implementation with Genesys products.
• Must have knowledge on APIs with ability to Guide Developer with recommendations.
• Networking Skills: TCP/IP, Session Initiation Protocol, WAN understanding, and Telecom CDN knowledge.
• Strong technical background, good understanding and knowledge of Software Architecture, Integration capabilities and Data models.
• Must have knowledge on Genesys Cloud Integration with Active directory, any known CRM and known ERP Solutions.
• Must know about ITIL model of service delivery, understanding of SLA's and Support Contracts.
• Must be able to support global customers, working in 24*7 environment.

Candidates who possess the necessary skills and qualifications will enjoy numerous benefits including professional growth opportunities, a competitive salary, and a comprehensive benefits package.

The successful candidate must be willing to work in a fast-paced environment and adapt to changing circumstances as needed. They must also possess excellent communication and interpersonal skills, as well as the ability to work effectively in a team.