Genesys Inbound Voice Engineer

Overview

On Site

Full Time

Part Time

Accepts corp to corp applications

Contract - Independent

Contract - W2

Skills

High Availability

Management

Collaboration

Performance Tuning

Regulatory Compliance

Privacy

Workflow

Knowledge Transfer

Interactive Voice Response

SIP

Telephony

Orchestration

URS

GVP

Customer Relationship Management (CRM)

Salesforce.com

ServiceNow

SIP Trunking

Problem Solving

Conflict Resolution

Communication

Documentation

Routing

Workforce Management

WFM

Reporting

Analytics

Genesys

Cloud Computing

Customer Experience

Amazon Web Services

Cisco UCCE

Job Details

Job Summary:

We are seeking a skilled Genesys Inbound Voice Engineer to design, implement, and support inbound contact center solutions. The ideal candidate will have strong experience with Genesys Voice Platform (GVP), routing strategies, call flows, and integration with enterprise applications, ensuring high availability and superior customer experience.

Key Responsibilities:

Design, configure, and implement Genesys Inbound Voice solutions including call flows, routing strategies, and IVR applications.
Manage integrations between Genesys and CRM/enterprise systems for seamless customer interactions.
Support day-to-day operations of inbound voice platforms, ensuring uptime and performance.
Collaborate with business stakeholders to gather requirements and translate them into technical solutions.
Troubleshoot and resolve issues related to call routing, IVR applications, SIP, CTI, and integrations.
Implement monitoring, reporting, and performance optimization for Genesys solutions.
Ensure compliance with security, data privacy, and regulatory requirements in contact center operations.
Document configurations, workflows, and provide knowledge transfer to operations teams.

Required Skills & Qualifications:

Hands-on experience with Genesys Engage/Genesys Cloud Inbound Voice solutions.
Strong knowledge of call routing strategies, IVR design, SIP, CTI, and telephony protocols.
Familiarity with Genesys Composer, Orchestration Server, Routing Server, URS, and GVP.
Experience with integration of Genesys with CRM applications (Salesforce, ServiceNow, etc.).
Understanding of voice gateways, SBCs, and SIP trunking.
Strong problem-solving and troubleshooting skills.
Excellent communication and documentation abilities.

Preferred Qualifications:

Genesys Certified Professional certifications (Inbound Voice, Routing, or Cloud).
Knowledge of workforce management (WFM), reporting tools, and analytics.
Exposure to cloud contact center platforms (Genesys Cloud CX, Amazon Connect, Cisco UCCE, etc.).

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.