Genesys Cloud Solutions Engineer

Jobs via Dice; Plantation (FL); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading tech solutions provider is seeking a Genesys Cloud Solutions Engineer for a remote role. This position involves designing and supporting IVR/ACD systems, requiring strong telephony knowledge and experience in complex contact center environments. The ideal candidate will have a proven track record in managing multi-site contact centers and a passion for technology.

Benefits

Comprehensive medical benefits

Competitive pay

401(k) Retirement plan

And much more!

Qualifications

• 5+ years of experience in complex contact center environments.
• Telephony background with knowledge of WebRTC, SIP, VoIP.
• Experience with Genesys Cloud and contact center technologies.

Responsibilities

• Design and implement IVR/ACD scripts.
• Provide day-to-day support and troubleshooting.
• Assist in planning and design tasks with infrastructure teams.

Skills

Verbal communication

Written communication

Analytical skills

Problem-solving

Teamwork

Adaptability

Job description

Join to apply for the Genesys Cloud Solutions Engineer role at Jobs via Dice.

Dice is the leading career destination for tech experts at every stage of their careers. Our client, INSPYR Solutions, is seeking the following. Apply via Dice today!

Title:

Genesys Cloud Solutions Engineer

Location:

Remote

Duration:

6+ month contact

Compensation:

$75-80/hr

Work Requirements:

Holders or Authorized to Work in the US

Job Description:

• Strong verbal/written communication & facilitation skills. Must be able to help business counterparts in finding optimal solutions and to communicate clearly with peers.
• Ability to take a requirement document, work through any ambiguity and follow through to implementation.
• Strong analytical and problem-solving abilities.
• Ability to understand complex architectures and be comfortable working with multiple teams.
• Strong work ethic and a team player.
• Enthusiasm toward technology, willingness to learn.

Duties & Responsibilities:

• Responsible for design, staging, configuration, implementation and support of IVR/ACD scripts.
• Serves as resident expert for Genesys CloudCX capabilities and changes by evaluating/validating work requests, documenting requirements and laying out design artifacts for implementation.
• Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and root-cause analysis.
• Perform unit and quality assurance testing.
• Support customer acceptance testing activities and troubleshoot/correct any issues.
• Assist the Telecom and other infrastructure teams in planning, design, tasks and projects as needed.

Required Skills & Qualifications:

• Have a comprehensive telephony background and thorough understanding of WebRTC, SIP, VoIP, & QoS.
• 5+ years of practical, hands-on experience maintaining large (1000+ agents), multi-site, complex contact center environments.
• Experience administrating and supporting PureCloud (Genesys Cloud).
• Proven track record of developing and delivering architect flows, Scripts and IVR/ACD Attendant scripts.
• Experience with contact center technologies (e.g., ACD, dialer, call recordings, WFM etc.).
• Understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers.
• Good knowledge of customer service methodologies and best practices for contact centers and key metrics.
• 1-10 years' experience supporting and enhancing enterprise-wide telephony and contact center solutions.
• Understanding of business processes and how they relate to customer experience technology.
• Strong architecture & systems planning skills.
• Well versed with omni-channel technologies.
• Extensive knowledge of infrastructure planning, operations, design, deployment, and system lifecycle management.

Preferred Experience:

• Genesys Cloud certified.
• Expertise in CloudCX APIs.
• Expertise in Architect flows.
• WebRTC troubleshooting experience.
• Development skills/certifications: Java/JavaScript, HTML, REST Web Services, PureCloud APIs, SQL, Data analytics, Web-services, 3rd party APIs.

Benefits:

• Comprehensive medical benefits.
• Competitive pay.
• 401(k) Retirement plan.
• And much more!

About INSPYR Solutions:

Technology is our focus and quality is our commitment. We deliver flexible technology and talent solutions tailored to our clients' needs. Learn more at inspyrsolutions.com.

We provide Equal Employment Opportunities (EEO) to all employees and applicants, complying with all applicable laws.

Additional Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Engineering and Information Technology
• Industries: Software Development