Description

Act as a high-level technical expert for the Genesys Cloud CX platform, managing complex migrations and integrations.

Responsibilities

• Troubleshoot platform issues, handling break-fix and incident management tasks.
• Design, develop, and implement Contact Center IVR applications.
• Migrate Cisco UCCX applications to Genesys Cloud CX.
• Configure service requests, develop new flows, and manage data integrations with ServiceNow and Salesforce.
• Maintain technical documentation, including run books, designs, and Knowledge Bank entries.

Required Skills

• 8+ years of experience in Genesys Contact Centre environments.
• 3+ years of direct development experience in the Genesys Cloud CX platform.
• Hands-on experience with SBCs, specifically Cisco Cube or Oracle.
• Proficiency with REST, SOAP, and JSON for API and Web Service integrations.
• Experience with ServiceNow and Salesforce data integrations.
• Strong engineering and software development knowledge.
• Experience with Genesys Cloud reporting and analytics.
• Bachelor's degree.

Preferred Skills

• Genesys Cloud Admin, Architect, or Scripting certifications.
• Experience migrating from on-prem to cloud contact centers.
• Knowledge of Conversational IVR, Chatbots, and Generative AI.

Key Skills

Education

Bachelor's degree