Telecom Engineer

Role & responsibilities

• Configure, administer, and customize Genesys Cloud CX components including queues, routing, Architect flows, users, permissions, divisions, and telephony.
• Design, develop, and maintain Inbound and Outbound IVR call flows using Genesys Architect.
• Support contact center operations by troubleshooting call routing, audio quality, SIP signaling, telephony, and network-related issues.
• Monitor production environments, investigate incidents, perform root cause analysis, and implement preventive solutions.
• Implement and manage customer experience features including Surveys, Co-browse, Knowledge Base, and Digital Channels.
• Build and integrate Genesys Cloud with enterprise applications using REST APIs, WebSockets, OAuth 2.0 authentication, Data Actions, and Web Services.

Preferred candidate profile

• 56 years of experience implementing and supporting Genesys Cloud CX solutions.
• Experience configuring Queues, Routing, Skills, Divisions, Roles, Permissions, and Telephony.
• Strong expertise in Genesys Architect for inbound and outbound call flow development.
• Knowledge of SIP, VoIP, telephony protocols, and contact center networking fundamentals.
• Strong troubleshooting skills for production support, call quality issues, routing problems, and API
• Strong knowledge of REST APIs, Data Actions, OAuth 2.0, WebSockets, JSON, and JavaScript.
• Experience integrating Genesys Cloud with CRM platforms such as Salesforce, ServiceNow, Microsoft Dynamics, or other third-party systems.
• Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems.
• Experience in creating Genesys dashboards, reports, analytics, and performance monitoring solutions.
• Familiarity with Agile/Scrum development methodologies and DevOps practices.

Desired: Genesys Cloud CX Professional or Architect Certification