Genesys Cloud Solutions Engineer

Genesys Cloud Solutions Engineer

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

• 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 perform 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

• Have a comprehensive telephony background and thorough understanding of WebRTC, SIP, VoIP, & QoS
• 5+ years of practical, hands-on experience maintaining large (1000 agents plus), 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 a service organization focusing on contact centers and contact center 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 and operations, design and deployment, as well as system life cycle management

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

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

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.