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We are seeking a highly motivated and experienced Genesys Cloud Specialist/Engineer to join our dynamic team. In this role, you will be responsible for the design, implementation, configuration, optimization, and support of our Genesys Cloud CX platform. You will work closely with various stakeholders, including business users, contact center operations, and IT teams, to ensure the Genesys Cloud environment effectively meets business requirements and delivers exceptional customer and agent experiences. The ideal candidate will possess a deep understanding of Genesys Cloud functionalities, best practices, and a strong problem-solving aptitude.

• Platform Management: Configure, administer, and maintain the Genesys Cloud CX platform, including routing, queues, users, roles, skills, and integrations
• Solution Design & Implementation: Translate business requirements into technical solutions within Genesys Cloud, designing call flows, IVRs, and other contact center functionalities.
• Optimization & Performance: Monitor system performance, troubleshoot issues, identify areas for improvement, and implement solutions to optimize the Genesys Cloud environment.
• Integration: Work with API integrations to connect Genesys Cloud with other enterprise systems (e.g., CRM, WFM, ticketing systems).
• Troubleshooting & Support: Provide expert-level support for Genesys Cloud-related issues, resolving complex technical problems efficiently.
• Documentation: Create and maintain comprehensive documentation for Genesys Cloud configurations, processes, and solutions.
• Collaboration: Collaborate with contact center managers, business analysts, and other IT teams to gather requirements, provide technical guidance, and ensure successful project delivery.
• Reporting & Analytics: Assist in the development and interpretation of Genesys Cloud reports and dashboards to provide insights into contact center performance.
• Stay Current: Keep abreast of new Genesys Cloud features, updates, and industry best practices.
• Training (Optional): Potentially provide training and guidance to end-users and contact center agents on Genesys Cloud functionalities.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Proven experience 5 years in implementing, configuring, and supporting Genesys Cloud CX (formerly PureCloud).
• Strong understanding of contact center operations, principles, and technologies.
• Proficiency in configuring Genesys Cloud call routing, IVR, queues, skills-based routing, and workforce management.
• Experience with Genesys Cloud integrations, including APIs (REST), and third-party applications.
• Excellent analytical and problem-solving skills with a keen attention to detail.
• Strong communication (written and verbal) and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.
• Ability to work independently and as part of a team in a fast-paced environment.

• Genesys Cloud certifications (e.g., Genesys Cloud Certified Professional, Genesys Cloud Certified Associate).
• Experience with scripting or programming languages (e.g., JavaScript, Python) for automation or custom integrations.
• Familiarity with CRM systems (e.g., Salesforce, Microsoft Dynamics) and their integration with contact center platforms.
• Knowledge of WFM (Workforce Management) and QM (Quality Management) functionalities within Genesys Cloud.
• Experience with cloud platforms (e.g., AWS, Azure, GCP).

• A competitive salary and benefits package.
• A collaborative and supportive work environment.
• Opportunities for professional growth and development.

If you are a highly motivated and skilled project manager looking for a challenging and rewarding opportunity, we encourage you to apply!

Interested candidates may apply through the application system or send to pekoh@morganmckinely.com. Shortlisted candidates will be notified.

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