Genesys Developer

act digital; Porto; On-site; EUR 85,000 - 110,000; Full time

Job summary

act digital is seeking a Senior Genesys On-Premise Engineer/Developer to design, deploy and optimize Genesys On-Premise solutions, including inbound/outbound routing, GIM and IVR/Composer. You will lead voice infrastructure projects, support complex integrations, and collaborate with IT and vendor teams.

The ideal candidate has 5–9 years of hands-on Genesys experience, strong English skills, and a plus for French proficiency and cloud/migration exposure to Diabolocom.

Qualifications

• Fluent English, both written and spoken — mandatory.
• French — strong professional proficiency, considered a strong plus.
• Between 5 and 9 years of hands-on experience with Genesys On-Premise solutions.
• Strong hands-on experience with Genesys Composer and IVR development.
• Deep knowledge of VoIP and telephony technologies (SIP, RTP, SDP, SBCs).
• Experience with SIP trunks, SBCs, VoIP routers and related protocols.
• Experience with Genesys Info Mart (GIM) and Pulse reporting.
• Experience with MS SQL and Oracle databases for reporting.
• REST APIs and Web Services integration experience.
• Experience integrating telephony with CRM systems and databases.
• Familiarity with Agile methodologies (Scrum/Kanban).
• Genesys Certified Professional (GCP) or Genesys Certified Developer (GCD) is a plus.

Responsibilities

• Design, configure, test and deploy Genesys On-Premise solutions (routing, GIM, IVR/Composer, Pulse).
• Act as SME for voice and telephony infrastructure (SIP trunks, SBCs, VoIP routers).
• Support migration from Genesys On-Premise to Diabolocom.
• Provide Level 3 technical support for complex call routing and integrations.
• Troubleshoot across Genesys, telephony infra and integration points.
• Develop integrations between telephony systems and external platforms (CRM, databases).
• Collaborate with IT, Telephony, development teams and external partners.
• Maintain and improve reliability of the Genesys and contact center ecosystem.

Skills

Genesys On-Premise

IVR development

Voice telephony

Agile/Scrum

Migration to Diabolocom

Tools

Genesys Composer

Pulse reporting

MS SQL

Oracle SQL

REST APIs

CRM integrations

SIP/VoIP tech

SBCs

GIM

Job description

• Proven experience as a Senior Genesys On-Premise Engineer / Developer.
• Between 5 ans 9 years of hands-on experience with Genesys On-Premise solutions, including Genesys Framework, routing, reporting and URS (Universal Routing Server).
• Strong hands-on experience with Genesys Composer and IVR development.
• Deep knowledge of VoIP and telephony technologies, including SIP, RTP, SDP and SBCs.
• Experience with SIP trunks, SBCs, VoIP routers and telecommunications protocols.
• Experience with Genesys Info Mart (GIM) and reporting solutions such as Pulse.
• Experience with SQL databases, particularly MS SQL and Oracle, for reporting and Genesys Info Mart.
• Experience with REST APIs and Web Services integration.
• Experience developing integrations between telephony platforms and external systems such as CRM systems and databases.
• Fluent English, both written and spoken — mandatory.
• French — strong professional proficiency, considered a strong plus.
• Experience or strong interest in Diabolocom or in migrations from Genesys to cloud / CCaaS solutions.
• Genesys Certified Professional (GCP) or Genesys Certified Developer (GCD) certification is a plus.
• Familiarity with Agile methodologies, particularly Scrum or Kanban.

Responsibilities

• Design, configure, test and deploy Genesys On-Premise solutions, including inbound and outbound routing, Genesys Info Mart (GIM), IVR / Composer and reporting solutions such as Pulse.
• Act as a subject matter expert for voice and telephony infrastructure, supporting SIP trunks, SBCs, VoIP routers and underlying telecommunications protocols.
• Participate in the technical assessment, planning and execution of the migration from Genesys On-Premise to Diabolocom.
• Provide Level 3 technical support for complex issues involving call routing, voice quality and system integrations.
• Troubleshoot and resolve issues across Genesys, telephony infrastructure and integration points.
• Develop and maintain integrations between telephony systems and external platforms, including CRM systems and databases.
• Design and implement solutions to support the evolution of the contact center platform.
• Collaborate with internal IT, Telephony and development teams, as well as external vendors and technology partners.
• Support the continuous improvement, maintenance and reliability of the Genesys and contact center ecosystem.