Genesys L3 Consultant

You will provide high-level technical expertise for Genesys Cloud CX platforms and contact center operations.

Responsibilities

• Troubleshoot Genesys Cloud CX platform issues, managing break-fix tasks and incident management.
• Design, develop, and implement IVR applications and migrate Cisco UCCX applications to Genesys Cloud CX.
• Configure service requests, develop new call flows, and manage data integrations with ServiceNow and Salesforce.
• Implement API and Web Service integrations using REST, SOAP, and JSON.
• Maintain technical documentation, including run books, knowledge banks, and handoff materials.

Required Skills

• 8+ years of experience in Genesys Contact Center environments.
• 3+ years of direct development experience in Genesys Cloud CX platform.
• Hands-on experience with SBCs, specifically Cisco Cube or Oracle.
• Proficiency with API and Web Service integrations (REST, SOAP, JSON).
• Experience in IVR/Routing feature development and call flow debugging.
• Knowledge of capacity and queue management.
• Experience with Genesys Cloud reporting and analytics.
• Strong software development and engineering fundamentals.

Preferred Skills

• Experience automating manual efforts within the contact center domain.