Genesys Engineer

Phoenix, AZ, US • Posted 1 day ago • Updated 1 day ago

Contract Independent

No Travel Required

On-site

Depends on Experience

Teknikoz

Fitment

Dice Job Match Score™

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Job Details

Skills

Business Operations
Business Process
Collaboration
Computer Networking
Customer Relationship Management (CRM)
DNS
Data Link Layer
Dragon NaturallySpeaking
FOCUS
Genesys
Good Clinical Practice
Google Cloud Platform
IRD
Interactive Voice Response
KPI
Linux
Microsoft Windows
Migration
Network Layer
Orchestration
Performance Tuning
Real-time
Relational Databases
Reporting
Root Cause Analysis
Routing
SIP
Servers
SQL
Telephony
URS
Workflow

Summary

Role summary

The Genesys Engineer will design, implement, configure, and support enterprise contact center solutions on the Genesys PureEngage platform, with a key focus on Framework layers, reporting (GIM/ICON/Pulse), and ORS/SIP/WDE components.

Key responsibilities

Design, implement, and maintain Genesys PureEngage contact center solutions across voice and digital channels.
Install, configure, and administer Genesys Framework layers and core components (Configuration Server, Message Server, T‑Server, Stat Server, SIP Server, etc.).
Configure and support Genesys reporting stack including GIM, ICON, and Pulse for real‑time and historical reporting, dashboarding, and KPIs.
Implement and maintain routing strategies and business workflows using Genesys ORS (Orchestration Server) and related routing components.
Configure and support SIP Server, routing points, DNs, trunks, and integration with recording/IVR/telephony infrastructure.
Deploy, configure, and troubleshoot Genesys Workspace Desktop Edition (WDE) for agents and supervisors, including integration with CRM and back‑end applications.
Monitor system health, capacity, and performance; proactively tune routing, reporting, and framework components to meet SLAs.
Analyze logs (T‑Server, URS/ORS, Stat Server, SIP Server, ICON, GIM, Pulse) to troubleshoot complex production issues and perform root cause analysis.
Participate in upgrades, patching, and migrations of the Genesys Engage/PureEngage platform and associated third‑party components.
Collaborate with business, operations, and vendors to translate requirements into functional designs and technical configurations.

Required skills and experience

Strong hands‑on experience with Genesys Engage / PureEngage architecture and components.
Solid understanding of Genesys Framework layers and components (Configuration Server, Stat Server, Message Server, T‑Server, SIP Server, etc.).
Practical experience with Genesys reporting tools: GIM, ICON, Pulse (setup, configuration, troubleshooting, and performance tuning).
Experience with Genesys ORS (routing/orchestration), routing strategies, and business process workflows for inbound and digital interactions.
Strong knowledge of SIP contact center environments, SIP Server configuration, and integration with carrier trunks and SBCs.
Hands‑on experience configuring and supporting Workspace Desktop Edition (WDE) including user profiles and application integrations.
Proficiency in reading and analyzing Genesys logs and using tools such as IRD/GRAT or similar for routing and rules configuration.
Good understanding of contact center KPIs (SLAs, AHT, abandonment, occupancy) and how to expose them via Genesys reporting.
Familiarity with Windows/Linux servers, networking basics, and relational databases (SQL) used by Genesys components.

Qualifications

Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
6–7 years of experience working with Genesys Engage / PureEngage in design, implementation, or L2/L3 support roles.
Genesys certification (Google Cloud Platform for Engage/Routing/Reporting) is an added advantage.

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.

Dice Id: 91166541
Position Id: 8861324
Posted 1 day ago

Company Info

About Teknikoz

A team of techies who believe in humanity & are passionate about technology.

TEKNIKOZ is a platform for like minded techies who want to deliver their best. The idea behind TEKNIKOZ originated from our two decades of first-hand experience in the world of IT services serving companies globally by providing Technology Recruiting solutions. With collective knowledge of our professionals, TEKNIKOZ has built strong partnerships and delivered right talent at the right time to help succeed. With this platform, we intend to retrieve those talented gems that are lost in the ocean of IT Outsourcing factory.

What we do is essentially staffing but with a difference - a huge difference. Our objective is to enable people to find their true potential and we do everything we can to make it happen. We’ve built a culture of trust and transparency & we only employ people who share this same passion. We aim to bring a more genuine approach to recruitment, and build long-term relationships with the businesses and candidates we support.

We love what we do and take pride in it. We will always strive to make people who connect with us (customers or consultants) happy. That’s the reward we truly strive for.

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