Job Description

What awaits you

• Create setups for our markets on Genesys Cloud by using internal add-ons.
• Deep understanding of its various components, reporting and data handling
• Knowledge of APIs
• Depp understanding in call flows (including advances flows)
• Good Understanding and configuring of Workforce Management, Quality Manager and Companies
• Connecting with CRM Systems for routing and data exchange (CTI, data lookups and posts, transfers) and knowledge on CRM APIs for interconnections
• Implement connections to telephony systems (via SIP Trunk), e-Mail, Chat and social messaging (e.g. WhatsAPP, Line)
• Interact with central and local departments and the vendor
• Request, Problem and Change Management
• Escalation management skills and working on improvements
• Alignment with the product owner
• Ability to adjust to dynamic project requirements
• Proficiency in agile/SCRUM environments with Atlassian tools (Confluence, Jira)

What should you bring along

• Bachelor's degree in Computer Science, Software Engineering, or a related field
• Minimum 3-5 years of experience in a similar role
• Ideally some certification for: Genesys Cloud CX Professional, Architect, Workforce Management, Scripting, Quality and Outbound
• Ideally some certification for: Salesforce and MS Dynamics and knowledge of Service Now and how to connect the systems
• Rest-APIs (including MS SQL and C#) and CRM System API knowledge
• Fast learner with an ability to dive deeply into technical topics and solve them
• Ability to explain highly technical solutions in “normal” language to customers
• Good documentation skills
• Able to work under high pressure
• Collaborative and social team player
• Experience in working in an Agile environment using Jira, confluence and additional tools
• Ability to work in a dynamic international environment with team members in multiple countries and customers around the world
• Good understanding of data protection and cloud security topics
• Excellent English verbal and written skills
• German: Able to understand written and spoken communication - nice to have