Cloud Engineer ( Genesys )

HCLTech; Saudi Arabia; On-site; SAR 60,000 - 100,000; Full time

Job summary

An innovative tech company is seeking a Genesys CX Specialist to enhance customer experience through advanced communication solutions. In this role, you'll manage Genesys platforms, implement omnichannel tools, and optimize customer journeys using AI-driven insights. Collaborating with diverse teams, you'll provide technical support and training while ensuring seamless integrations with APIs. Join a dynamic environment that values flexibility and diversity, offering opportunities for growth and collaboration across global teams. If you're passionate about technology and customer satisfaction, this is the perfect opportunity for you.

Benefits

Comprehensive benefits

Virtual-first work environment

Global collaboration opportunities

Work-life balance and flexibility

Qualifications

• 5+ years of experience with Genesys platforms and omnichannel technologies.
• Strong understanding of API integrations and cloud platforms.

Responsibilities

• Manage Genesys platforms and optimize customer experience solutions.
• Provide Level 2/3 support for Genesys-related issues.

Skills

Genesys Platform Management

API Integrations

Omnichannel Contact Center Technologies

Troubleshooting Skills

Analytical Skills

Education

Bachelor's degree in Computer Science

Tools

Genesys Cloud CX

Genesys Engage

Genesys DX

AWS

Azure

Job description

(For Arabian Citizens Only)

Job Summary

We're looking for an experienced and motivated Genesys CX Specialist to join our team. The ideal candidate will implement, manage, and optimize Genesys customer experience solutions to ensure seamless communication across multiple channels. The candidate should have a strong technical background, exceptional problem-solving skills, and a passion for delivering superior customer experiences.

Key Responsibilities

1. Genesys Platform Management:
   • Manage interaction flows including ACD, IVR routing rules, data tables, flow outcomes, and milestones.
   • Configure, maintain, and troubleshoot Genesys platforms (Cloud CX, Engage, DX), dialing lists, rules, and Queue builds.
   • Implement omnichannel communication tools, including voice, chat, email, and social media.
   • Ensure seamless integrations with APIs and third-party applications.
   • Handle IVR APIs, Lambdas, Data Actions, and other integrations from Genesys.
   • Engage with production support staff to remediate critical issues.
2. Customer Experience Optimization:
   • Analyze customer journeys and implement solutions to enhance engagement.
   • Utilize AI-driven tools (chatbots, predictive analytics) to improve service efficiency.
3. Support and Troubleshooting:
   • Provide Level 2/3 support for technical issues related to Genesys solutions.
   • Collaborate with cross-functional teams to resolve escalated issues.
4. Training and Documentation:
   • Train internal teams and end-users on Genesys features and functionalities.
   • Develop and maintain detailed technical documentation.
5. Project Management:
   • Assist in deploying Genesys projects.
   • Manage timelines, resources, and deliverables for successful implementation.

Qualifications:

Required:

• Bachelor's degree in computer science, IT, or a related field.
• 5+ years of hands-on experience with Genesys platforms (Cloud CX, Engage, or DX).
• Strong understanding of omnichannel contact center technologies.
• Experience with API integrations and cloud platforms (AWS, Azure).
• Excellent troubleshooting and analytical skills.

Preferred:

• Genesys Certifications (e.g., Genesys Certified Professional or Architect).
• Project management certifications (PMP, PRINCE2, Agile).
• Experience with AI tools, automation, or workforce management solutions.

Soft Skills:

• Strong communication skills, both verbal and written.
• Ability to work independently and in teams.
• Exceptional time management and multitasking skills.
• Customer-centric mindset.

Why Us:

We are one of the fastest-growing large tech companies worldwide, with offices in 50+ countries and 219,000 employees.

• Our company is highly diverse, representing 165 nationalities.
• Opportunity to collaborate globally.
• Virtual-first work environment promoting work-life balance and flexibility.
• Comprehensive benefits for all employees.
• Certified great place to work and top employer in 17 countries, fostering a positive, respectful work environment.