Senior Genesys Cloud Contact Centre Engineer at Altron Bytes Systems Integration

Key Responsibilities:

• Design and implement Genesys Cloud contact center solutions based on business requirements and best practices.
• Configure and customize Genesys Cloud components including IVR, routing strategies, queues, and reporting.
• Integrate Genesys Cloud with other enterprise systems such as CRM, workforce management, and telephony platforms.
• Provide technical leadership and guidance to junior engineers and support teams.
• Collaborate with stakeholders to gather requirements, assess needs, and recommend solutions.
• Perform troubleshooting and issue resolution for Genesys Cloud platform and related integrations.
• Stay updated on the latest Genesys Cloud features, enhancements, and industry trends.
• Drive continuous improvement initiatives to optimize contact center performance and efficiency.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field.
• Minimum of 5 years of experience in designing, implementing, and supporting Genesys Cloud contact center solutions.
• Strong expertise in Genesys Cloud platform, including configuration, administration, and troubleshooting.
• Proficiency in programming/scripting languages such as JavaScript, Python, or Java.
• Experience with cloud technologies and deployment models (AWS, Azure, etc.).
• Excellent communication skills with the ability to interact effectively with stakeholders at all levels.
• Genesys certifications (e.g., Genesys Cloud Certified Professional) preferred.
• Proven track record of delivering successful Genesys Cloud projects on time and within budget.
• Ability to work independently as well as collaboratively in a fast-paced environment.

Education

• National Certificate Level 4 (N4) / Grade 12 (Required)