- As a Genesys Engage and Cloud Developer in the offshore support team, you will be responsible for maintaining, enhancing, and supporting Genesys-based customer interaction solutions.
- This includes both on-premises (Genesys Engage) and cloud-based (Genesys Cloud) platforms.
- You will collaborate closely with onshore SMEs and cross-functional teams to ensure seamless operations and continuous improvement of contact center technologies.
Must Have & Desired Skills:
- At least 3+ years experience as a Genesys developer
Genesys Engage:
- Proficiency in Genesys Email and IWD interaction routing, including development/enhancement skills.
- Experience in Genesys Voice routing and related enhancements.
Genesys Cloud:
- Expertise in IVR and Natural Language Understanding (NLU) development/enhancement skills.
- Knowledge of Voice and E-Services routing within Genesys Cloud.
AWS:
- Basic understanding of AWS services.
- Familiarity with Lambda function modifications is a plus.
Role Responsibilities:
- Provide support for ServiceNow incidents and service requests related to Genesys Engage and Genesys Cloud solutions.
- Take ownership of enhancement requests for Genesys Engage, specifically in email and voice routing.
- Lead implementation of enhancement requests for Genesys Cloud IVR and NLU functionalities.
- Participate in patching activities for both Engage and Cloud platforms.
- Offer on-call support during non-business hours (IST).
- Proactively address recurring issues, manage problem cases, and ensure timely resolution.
- Collaborate with onshore SMEs to coordinate various support activities.
- Demonstrate a proactive approach in identifying and resolving potential issues in both non-production and production environments