Job Description

About Cronos Europa Portugal

Cronos Europa Portugal is the Lisbon delivery centre of Cronos Europa, part of the Cronos Group — a technology federation of 9,000+ professionals and 500+ competence centres across Europe. From our office at IDB Lisbon we deliver application development, architecture, and IT operations for major European organisations, working as an integrated nearshore extension of our clients' teams.

About the Assignment

• Client: Global automotive manufacturer — customer care and engineering technology programme
• Engagement: Full-time
• Start date: First half of September 2026
• Duration: Up to 3 years
• Model: Nearshore delivery from Lisbon, with on-site onboarding in the Netherlands (1–2 weeks)
• Office presence: Minimum 3 days per week on-site in Lisbon
• Travel: Initial onboarding in the Netherlands. Occasional travel may be required throughout the assignment, and colleagues from the client organisation will also regularly visit the Lisbon team.
• Level: Medior / Senior

Responsabilities:

• Build and maintain Genesys Cloud flows using Architect (inbound, outbound, in-queue and digital).
• Configure and optimise routing, queues, skills, evaluation methods and priority handling.
• Implement IVR logic and self-service customer journeys.
• Configure digital channels including chat, email and messaging services.
• Develop integrations using the Genesys Cloud Platform API.
• Implement data actions and integrations with CRM and enterprise services.
• Develop automation, scripting and custom platform extensions.
• Collaborate with Salesforce and Azure teams on integration activities.
• Test flows and integrations, including regression testing activities.
• Support reporting, analytics configuration and incident resolution.
• Work closely with business stakeholders and operational teams.

Technical skills:

• Proven experience with Genesys Cloud CX development and configuration.
• Hands-on experience with Architect flows (inbound, in-queue and digital).
• Good knowledge of routing configuration, queues, skills and evaluation methods.
• Experience with Genesys Cloud Platform API and platform integrations.
• Experience in IVR design, routing and customer journey implementation.
• Good understanding of contact centre processes.
• Development and scripting skills (JavaScript or equivalent).
• Experience working in multi-country or multi-market environments.
• Fluent English.
• Nice to have: Genesys Cloud certifications, Salesforce Service Cloud integration experience, Azure integration exposure, Conversational AI, reporting and analytics, workforce engagement management.

Profile :

• Bachelor’s or Master’s degree in IT, Business Management, or a related field
• Minimum 4 years of experience in contact centre platform development, including at least 2 years of hands-on experience with Genesys Cloud.
• Ability to analyze complex issues and develop effective solutions.
• Good communication and interpersonal skills.
• Fluency in English is required,
• Proactive mindset with the ability to work independently and challenge stakeholders constructively when needed.

Why Cronos Group?

We’ll propose you:

• An attractive salary package
• A good work-life balance environment
• The assurance of working in cutting-edge technologies in an entrepreneurial spirit.
• The opportunity to develop your skills thanks to tailor-made training courses according to your needs
• A good job in a friendly place

If you wish to integrate a dynamic structure on a human scale while working with the latest technologies, don't wait anymore and join Cronos!