Configure CCaaS components such as routing, queues, skills, wrap codes, and user profiles.
Build and optimize inbound/outbound voice, chat, email, and messaging flows.
Integrate external systems such as CRM, WFM, or custom apps.
Develop and deploy custom scripts and data actions as needed.
Troubleshoot and support platform outages, SIP/telephony issues, or audio quality problems.
Write and test code for integrations and automation.
Collaborate with cross-functional teams including Project Management, BI, Operations, etc., and provide technical documentation, user guides, and training as required.
Conduct post-implementation reviews to enhance performance and efficiency, and stay current with new CCaaS releases.

Job Requirements

Strong hands-on experience with Genesys Cloud Architect, routing, and call flows.
Proficiency in APIs (REST/JSON), OAuth2, and integration design.
Experience with JavaScript and Python for automation and API scripting.
Knowledge of Contact Center technologies IVR, SIP trunking, telephony, ACD, WFM, and CRM integration.
Excellent communication and interpersonal skills, able to run meetings and workshops, present confidently, and write functional specifications.
Strong organizational skills, especially in high-pressure environments, with the ability to manage multiple projects effectively.
A collaborative team player who can also work independently with minimal supervision.
Fluent in English, with other languages being a plus.
Proactive attitude, with a passion for learning and keeping up with the latest industry trends.
Microsoft Office Suite: PowerPoint, Excel, PowerBI, etc.
Genesys Cloud Professional (GCP) certification is required; additional CCaaS Provider or cloud certifications are beneficial.
Competitive salary and benefits package.
Attractive salary and benefits package.
Collaborative environment.
Supportive team culture with opportunities for occasional travel for training and industry events.

CCaaS Senior Engineer

Job Description