Description

Design and execute migrations of legacy on-premise contact center platforms to Genesys CCaaS environments. Architect call flows, IVRs, skills, permissions, and data points for cloud applications. Collaborate with developers on API integrations, reporting, and third-party connectivity. Provide engineering support for large-scale 24x7 operations, including off-hours support. Optimize cloud platforms for telecom performance, reliability, and security.

Responsibilities

• Plan and execute migration strategies from legacy hosted platforms to Genesys Cloud.
• Architect call flows, IVRs, skills, permissions, roles, and data points.
• Collaborate with developers on API integrations, reporting, and third-party application connectivity.
• Provide engineering support for large-scale 24x7 operational environments.
• Analyze complex technical problems and recommend solutions to internal teams and external customers.

Required Skills

• 8+ years of Telephony/VoIP experience with a focus on Contact Center applications.
• 8+ years of experience with Genesys CX Cloud installation, implementation, and configuration.
• 8+ years of experience with cloud-based contact center applications (CCaaS).
• 8+ years of hands-on experience with Genesys, Google Cloud, or AWS.
• 8+ years of expertise with the full Genesys API set, including Analytics, BI, and user management.
• 8+ years of experience ensuring compliance with regulatory requirements for financial institutions in the cloud.
• 4+ years of experience monitoring and troubleshooting telecom services and cloud infrastructure.
• 4+ years of advanced database and presentation software skills.
• Bachelor's degree.

Key Skills

Education

Bachelor's degree