The Senior Genesys Engineer is responsible for the configuration, implementation, operation, and upgrading of Genesys Cloud systems and associated physical and virtual peripheral components/systems.

The Senior Genesys Engineer is responsible for the configuration, implementation, operation, and upgrading of Genesys Cloud systems and associated physical and virtual peripheral components/systems.

Technical

• Acts as the Lead Engineer for Genesys Cloud implementation and upgrade projects
• Responsible for technical qualification of the architected solution and the implementation design
• Solves highest-level challenges
• Works closely with Project Manager in successfully delivering projects on time and in-budget
• Delivers technical implementation support from pre-sales, procurement, delivery, and transition to Professional Services
• Follows PSO implementation standards
• Execution of project plan tasks associated with engagements and robust tracking/documentation using project management tools
• Customer Test Plan validation in close collaboration with Quality Assurance team
• Provides remote support for customer escalations as needed
• Identifies engagement-related problem areas and solves the issues in a proactive manner
• Assists the Genesys Support Team as required for escalated customer issues

Administrative:

• Maintains accurate and timely submission of timesheets project-related documentation
• Maintains regular internal communications with the project team, team lead, and manager.
• Provides feedback and updates to internal processes through collaboration platforms
• Follows standard department processes.

Training:

• Continues to stay abreast of new Genesys product releases through internal training, shadowing or experienced consultants, lab development, and industry standards training/certifications
• Instructs and mentors Associate Genesys Engineers using internal staff development processes and tools.

Minimum Requirements:

• Bachelor’s degree in a Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience
• 10 years of related experience in Contact Center technologies
• 3 years experience Implementing or Administering Genesys Cloud and/or its predecessors and associated platforms such as Pure Connect, Pure Engage, Interaction Center.
• Demonstrated technical problem-solving skills and ability to troubleshoot challenging configurations.
• Ability to solve complex challenges through innovative IVR logic and supporting configurations

Technical Skills:

• Deep understanding of omnichannel UC/CC architecture and CCaaS
• IP Telephony & Analog-Digital hardware
• Telcom carrier networks
• Outbound Dialer technologies
• Network routing and switching fundamentals
• VOIP analysis software including Wireshark, Clearsight, Solar Winds, PRTG
• Speech Recognition Engines including Google Dialog Flow, Amazon Lex/Polly
• Knowledge on Amazon Web Services (AWS)
• Knowledge of HTTP requests, REST web services, and JSON
• Digital communication channels including SMS, email, webchat
• Familiarity with mainstream CRM platforms such as SalesForce, Aptivo, Hubspot, Zendesk
• Experience integrating 3^rd-party applications/data sources in self-service IVRs and Agent scripts
• Experience working within Agile/Scrum framework and other SDLC models
• Knowledge of Atlassian products (JIRA, Confluence)
• Workflow/process documentation using Visio, LucidChart, Draw.io

Business Skills:

• Capable of working on or leading a team through a fast-paced and complex project
• Excellent verbal and written business communication skills (English is a must), including escalation management and information presentation
• Prior experience in working in a customer-facing role
• Knowledge of customer service processes
• Knowledge of Cloud change control processes
• Exercises good judgment
• Strong follow-through, ownership & responsibility on tasks assigned
• Effective time management and maintaining flexibility