- Strong experience with Genesys Cloud CX administration and configuration.
- Expertise in Queues, Routing, Skills, Roles, Permissions, Divisions, and Telephony configuration.
- Hands-on experience developing inbound and outbound IVR call flows using Genesys Architect.
- Robust understanding of SIP, VoIP, telephony protocols, and contact center networking fundamentals.
- Experience troubleshooting call routing, call quality, and production support issues.
- Experience working with REST APIs, Data Actions, OAuth 2.0, WebSockets, JSON, and JavaScript.
- Experience integrating Genesys Cloud CX with enterprise applications and third-party systems.
- Knowledge of Genesys Analytics, Dashboards, Reports, Performance Views, and KPI monitoring.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication and collaboration skills.
- Ability to mentor and support junior engineers.
Experience working within Agile/Scrum environments