Genesys Cloud Engineer

What awaits you 

• Create setups for our markets on Genesys Cloud by using internal add-ons 


• Deep understanding of its various components, reporting and data handling 


• Knowledge of APIs 


• Depp understanding in call flows (including advances flows) 


• Good Understanding and configuring of Workforce Management, Quality Manager and Companies 


• Connecting CCT and CRM Systems for routing and data exchange (CTI, data lookups and posts, transfers) and knowledge on CRM APIs for interconnections 


• Implement connections to telephony systems (via SIP Trunk), e-Mail, Chat and social messaging (e.g. WhatsAPP, Line) 


• Interact with central departments, the vendor and steer the support provider 


• Escalation management 


• Working on improvements 


• Alignment with the product owner 


• Collaboration Skills: Proficiency in agile/SCRUM environments with Atlassian tools (Confluence, Jira)

What should you bring along  

• Bachelor’s degree in Computer Science, Software Engineering, or a related field. 


• English: Very good on a professional level, both written and spoken. 


• Minimum 3-5 years Genesys Cloud experience 


• In-depth knowledge of the architecture and functionality of Genesys Cloud Contact Center solutions 


• Experience developing and customizing Genesys Cloud Architect flows (call flows, IVR) 


• Proficient in using Genesys Cloud APIs for integration and automation 


• Familiarity with Genesys Cloud Workforce Engagement Management (WEM) modules 


• Strong skills in JavaScript/Node.js for developing microservices and serverless functions 


• Experience with real-time data integration 


• Proficient in cloud platforms (e.g., AWS, Azure) for hosting and scaling contact center components 


• Development of bots and chatbots 


•  Understanding of contact center processes and KPIs (e.g., routing, queue management, reporting) 


• Experience with CTI (Computer Telephony Integration) and SIP-based systems 


• Knowledge of multichannel communication (voice, chat, email, social media) 


• Ability to extract and visualize data from Genesys Cloud reports and analytics 


• Experience using BI tools and databases for analyzing contact center metrics 


• Good understanding of data protection and cloud security topics.