Job Description:
The Senior Genesys Engineer is a key technical leader responsible for the design architecture and optimization of advanced Genesys Contact Center solutions With a deep understanding of the Genesys suite and extensive experience in contact center transformation the Senior Genesys Engineer will drive strategic initiatives ensuring the seamless integration and performance of the platform to deliver superior customer experiences.
Key Responsibilities
- Lead the design and architectural strategy for complex Genesys Cloud Genesys Engage environments
- Develop scalable and resilient solutions to support high-volume contact centers
- Ensure the architecture meets current business needs and is versatile for future growth
- Oversee the development of sophisticated call routing strategies IVR solutions and customer engagement workflows
- Design and implement AI powered solutions including chatbots voicebots and predictive routing
- Lead the customization of agent desktops dashboards and reporting tools to meet business objectives
- Lead the integration of Genesys solutions with CRM systems workforce management tools and other enterprise applications
- Work closely with DevOps and IT teams to implement CICD pipelines for Genesys environments
- Manage APIs and web services to ensure seamless data flow across systems
- Conduct Indepth performance analysis and implement optimizations for call quality system speed and user experience
- Use data analytics and reporting tools to identify trends and opportunities for continuous improvement
- Ensure the platform is optimized for peak performance during high traffic periods
- Act as a subject matter expert SME for all Genesys related initiatives within the organization
- Ensure that the Genesys platform complies with industry standards data protection regulations and security protocols
- Conduct regular security audits and implement m