Description

You will design and develop non-voice solutions within the Genesys Contact Center environment. You own the implementation of predictive routing, engagements, SO-browse, screen sharing, and agent assist features.

Responsibilities

• Develop and configure non-voice Genesys Contact Center components, including predictive routing, engagements, and agent assist.
• Implement screen sharing and SO-browse functionalities to enhance agent workflows.
• Create and maintain Visio call flow diagrams to document system architecture and design.
• Collaborate with stakeholders to translate business requirements into technical Genesys configurations.

Required Skills

• 5+ years of hands-on experience as a Genesys Contact Center developer.
• Deep expertise in non-voice Genesys features: predictive routing, engagements, SO-browse, screen sharing, and agent assist.
• Proficiency in reading and creating Visio call flow designs.
• Strong understanding of contact center logic and routing strategies.
• Ability to work independently on complex Genesys configurations.

Preferred Skills

• Experience with Genesys Cloud CX specific integrations.
• Background in contact center solution architecture.

Key Skills

Education

Any Graduate