Roles and Responsibilities

• Design, develop, and implement Genesys-based contact center solutions, both cloud and on-premise.
• Configure and troubleshoot Genesys software and hardware components.
• Develop and deploy routing strategies, IVR scripts, and call flows using Genesys Architect, IRD, and Composer.
• Analyze and optimize routing strategies to improve customer experience and operational efficiency.
• Integrate Genesys with third-party systems, including CRM platforms such as Siebel.
• Utilize Genesys Cloud APIs, SDKs, and tools for building custom integrations and extensions.
• Work with NICE and GMS callback solutions, eServices, and Genesys Chat/Multimedia platforms.
• Perform root cause analysis and resolve issues using Genesys logs and diagnostic tools.
• Support major Genesys and NICE platform upgrades.
• Maintain system performance, security, and compliance using Genesys Cloud's security features.
• Follow Agile methodologies and participate in sprint planning, reviews, and retrospectives.

Required Skills & Qualifications

• 10+ years of hands-on experience with Genesys Contact Center solutions (Cloud and On-Premise).
• Strong knowledge of Genesys Cloud, Engage (PureEngage), and PureConnect platforms.
• Proficiency in IVR development, call flow design, routing strategy creation, and reporting.
• Experience with NICE call recording solutions and Genesys IR.
• Expertise in debugging call flows and analyzing routing logic and strategy issues.
• Working knowledge of Genesys Architect, Composer, IRD, and GMS.
• Experience with cloud platforms (AWS, Azure) and containerization tools (Docker, Kubernetes).
• Familiarity with Genesys Cloud security features and best practices.
• Proficient in programming languages such as Java, Python, and JavaScript.
• Experience with Siebel CRM integration.
• Strong understanding of contact center network topology.

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