Genesys Cloud Engineer
Duration: 6 months Contract to start
Count of resources: 2- 3
Work Location: 100% Remote
Possible start Date: Sep 2023
Work hours: At least 5- 6 hours overlap for EST 06:00 to 16:00
RESPONSIBILITIES:
? Configure and customize Genesys Cloud platform, including designing Call Flows, routing strategies,
and IVR solutions.
? Build and maintain integrations with third-party systems and APIs to ensure smooth data exchange and
communication between different systems.
? Develop and maintain documentation, including technical specifications, user guides, and knowledge
base articles, to ensure effective knowledge transfer and support.
? Responsible for delivery of end-to-end application, system development and maintenance.
? Primary duties may include, and they are not limited to: participate in design sessions to understand
the requirements and translate them to functional design.
? Own the development cycle as per the defined business requirements and technical specifications.
? Provide technical advice and weigh in on technical decisions that impact design and the final outcome.
? Research and propose new technologies. Develops enhancements.
? Assist with QA cycle and implement fixes rapidly.
? Create and maintain technical documents such as call flows and prepare post production documents
and manuals.
? Perform technical design reviews and code reviews.
? Integrate with third party platforms via Web Services and Genesys Cloud API libraries.
? Coordinates on-call support and ensures effective monitoring of customer test and production
systems.
? Maintains technical development environment.
? Mentor others and participate in multiple projects.
? Participate and assist in setting direction at the project/service level and influence decision-making.
? Identify and propose strategies around technical problems affecting the project, communicate
standards and get buy-in on solutions.
REQUIREMENTS:
? BS degree in Information Technology, Computer Science or related field of study Minimum of 3 years
related experience
? Expert level experience with business and technical applications
? Multi database and/or multi language strongly preferred.
? Experience mentoring others, leading multiple small projects and providing troubleshooting support is
preferred.
EXPERIENCE:
? 5 Years IT experience
? 3 years Genesys Cloud Experience
? Genesys Cloud Certified
? Experience with:
o Architect IVR development
o Queue Design
o Web Service/API integration
o Genesys Cloud API library
o SSO
o Speech Analytics
? Languages: Nodes, JavaScript or other scripting languages
? Rest, Soap, JSON, Agile
? Agent Desktop Design
? Callback and Voicemail
? Reporting
? Genesys Cloud Admin
Nice to have:
? Conversational AI, Google Dialog Flow, Lex, etc
? CI/CD
? Speech Analytics
? Power BI, Snowflakes