Description

You will design, implement, and support contact center cloud solutions to solve complex business challenges.

Responsibilities

• Lead the global Genesys Cloud platform including advanced incident remediation and complex cloud implementations.
• Architect and implement Genesys solutions involving configuration, scripting, and integration of peripheral systems via APIs.
• Design and implement customer omni-channel routing using profiles, skills, queues, call backs, and emergency messages.
• Support platform integrations, upgrades, patches, and automation efforts leveraging workflows, RPA, NLP, and BOTs.
• Participate in 24x7 on-call team rotations to resolve complex issues and troubleshoot service desk escalations.

Required Skills

• 8+ years of experience in contact center technologies.
• Deep understanding of contact center architecture and communications protocols including WebRTC, SIP, VOIP, CTI, and SBC.
• Hands-on experience with Genesys, CISCO, or AVAYA platforms.
• Proficiency in the development and consumption of REST and SOAP APIs.
• Strong knowledge of relational database design concepts and SQL.
• Working knowledge of data privacy and regulatory standards including TCPA, PCI, PII, and E-911.
• Experience with the software engineering development lifecycle for large-scale, business-centric applications.
• Technical proficiency in Linux, AWS, Azure, DevOps, REST, and SOAP APIs.
• Bachelor's degree in computer science or a related engineering field.

Preferred Skills

• Exposure to AI/ML, NLP, and BOTs.
• Experience with Audiocodes, PCI Pal, Pega, or Salesforce.

Key Skills

Education

Bachelor's degree in computer science