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 CCT and 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 departments, the vendor and steer the support provider
• Escalation management
• Working on improvements
• Alignment with the product owner
• Collaboration Skills: 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.
• English: Very good on a professional level, both written and spoken.
• Minimum 3-5 years Genesys Cloud experience
• In-depth knowledge of the architecture and functionality of Genesys Cloud Contact Center solutions
• Experience developing and customizing Genesys Cloud Architect flows (call flows, IVR)
• Proficient in using Genesys Cloud APIs for integration and automation
• Familiarity with Genesys Cloud Workforce Engagement Management (WEM) modules
• Strong skills in JavaScript/Node.js for developing microservices and serverless functions
• Experience with real-time data integration
• Proficient in cloud platforms (e.g., AWS, Azure) for hosting and scaling contact center components
• Development of bots and chatbots
• Understanding of contact center processes and KPIs (e.g., routing, queue management, reporting)
• Experience with CTI (Computer Telephony Integration) and SIP-based systems
• Knowledge of multichannel communication (voice, chat, email, social media)
• Ability to extract and visualize data from Genesys Cloud reports and analytics
• Experience using BI tools and databases for analyzing contact center metrics
• Good understanding of data protection and cloud security topics.