Genesys/Contact Center Engineer

Overview

Hybrid
$60 - $70
Accepts corp to corp applications
Contract - Independent
Contract - W2

Skills

Genesys
AWS-Connect
KCL

Job Details

Primary Skill: Genesys, AWS-Connect, KCL

Secondary Skill (NOT a must): Java, Python , Kafka

Key Responsibilities:

Solution Design and Implementation:

Designing and implementing customer interaction solutions across various channels (voice, chat, email, etc.) using Genesys Cloud and AWS services.

Amazon Connect Configuration:

Setting up and configuring Amazon Connect contact flows, including call routing, voice menus, and integrations with other AWS services.

AWS Integration:

Integrating Amazon Connect with other AWS services like Lambda, DynamoDB, and S3 to enhance functionality and automate tasks.

Troubleshooting and Support:

Identifying and resolving technical issues related to the Genesys AWS Connect environment, providing support to end-users and other IT teams.

Performance Monitoring and Optimization:

Monitoring system performance, analyzing customer interactions, and identifying areas for improvement to enhance customer experience and operational efficiency.

Knowledge Sharing and Training:

Providing training and guidance to other team members on Genesys and AWS technologies, and contributing to the development of best practices and documentation.

Security and Compliance:

Ensuring that the Genesys AWS Connect environment is secure and compliant with relevant regulations and security standards.

Required Skills and Experience:

Genesys Expertise:

Strong understanding of Genesys Cloud, including contact center routing, IVR, and WFM capabilities.

AWS Expertise:

In-depth knowledge of AWS services, particularly Amazon Connect, Lambda, DynamoDB, and S3.

Cloud Computing:

Solid understanding of cloud computing principles and best practices.

Contact Center Technologies:

Familiarity with contact center workflows, telephony systems, and customer experience strategies.

Communication and Collaboration:

Excellent communication, collaboration, and problem-solving skills to work effectively with cross-functional teams.

Analytical and Troubleshooting Skills:

Ability to analyze system performance, identify issues, and develop effective solutions.

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