Genesys Cloud Engineer

APAR TECHNOLOGIES PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading technology company in Singapore is seeking a Genesys Cloud CX Architect. The ideal candidate will have extensive experience in managing complex call flows, API integrations, and digital customer service aspects. You will work as part of an Agile team, mentoring junior staff and driving feature development while staying updated with the latest Genesys features.

Qualifications

• Experience with Genesys Cloud CX administration and integration.
• Familiarity with Agile Scrum methodology and customer service frameworks.
• Ability to mentor junior resources.

Responsibilities

• Develop features following best practices with proper documentation.
• Proficient in iterative sprints and adapting to business requirements.
• Groom junior resources and enhance team capability.

Skills

Genesys Cloud CX administration

Genesys Cloud CX API integration

Data actions handling

Eventbridge

CI/CD

Email

Chat

BOT

Messaging

Salesforce integration

Tools

Genesys Cloud CX

Salesforce

AWS Lambda

JavaScript

Python

JSON

Job description

Job Description

Must-Have

• Experience with Genesys Cloud CX administration. Genesys Cloud CX Architect – Complex call flow changes, call flow merging, call flow termination, call flow inter-routing.
• Knowledge on Genesys Cloud CX API integration SIP trunk integration set up and parameters from Edge to SBC and Edge troubleshooting, capturing and analysing edge logs.
• Add/remove DID number, modify queue, create small/non- complex queue. Idea on Genesys Cloud CX Bing Your Own Trunk.
• Experience in working on Digital Aspects of Genesys cloud like Email, Chat, BOT, Messaging
• Experience in working with 3rd party tools and integration like Salesforce, AWS Lamba etc.
• Should be having expertise with handling and using data actions.
• Knowledge in using Eventbridge and CI/CD.
• Should be aware about the latest feature updates for Genesys Cloud CX.

Good-to-Have

• Experience in Genesys Engage. Knowledge about ORS URS Composer and workflow.
• Experience in working with IWD.
• Handson experience in any one of the coding languages like Json, JavaScript, Python SN.

Responsibility of / Expectations from the Role

• Expected to work as team member of Agile Scrum methodology with iterative sprints
• Should be proficient in developing features, using best practices, with clear design, documentation and through testing.
• Should be enthusiastic to explore more on Customer service framework and should quickly adapt to business requirements.
• Should be able to groom junior resources and mentor them.

EA Number: 11C4879