Genesys Engineer

The Providencia Group is dedicated to addressing global challenges and delivering transformative solutions. They are seeking a highly organized and detail-oriented Genesys Engineer to develop and maintain Genesys solutions for their contact center operations, ensuring efficient customer service through design, integration, and management of Genesys Cloud CX.

Responsibilities:

• Design, configure, and implement Genesys-based contact center solutions, taking into consideration the organization's specific requirements, such as call routing, IVR systems, chat, email, and more
• Integrate Genesys solutions with other systems and applications, such as Salesforce, workforce management tools, and third-party platforms to ensure a seamless customer experience
• Configure Genesys components, including routing strategies, voice applications, and agent desktop interfaces to meet business objectives and performance targets
• Monitor and maintain the Genesys environment, proactively identifying and resolving issues, optimizing performance, and ensuring high availability
• Create and maintain technical documentation, including system diagrams, configuration guides, and standard operating procedures
• Work closely with business stakeholders and contact center teams to understand their requirements and design customized Genesys solutions that address their needs
• Configure and customize Genesys to optimize its use in the contact center, including setting up workflows, automation rules, case management, knowledge base, and email templates
• Develop and maintain Genesys reports and dashboards to provide insights into contact center performance, customer interactions, and service KPIs
• Provide training and support to contact center agents and staff to ensure they are proficient in using Genesys tools and features
• Create and maintain comprehensive documentation related to Genesys configurations, customizations, and integrations
• Ensure that Genesys configurations and practices align with security and compliance standards, such as GDPR, HIPAA, or industry-specific regulations
• Ensure ongoing support and maintenance of Genesys solutions, addressing any post-implementation issues or enhancements

Requirements:

• B.S in Information Systems, or related field or equivalent work experience
• 5+ Years of Genesys engineer experience
• Proven experience in Genesys implementation and customization, with a focus on contact center solutions
• Proficiency in understanding and discussing technical concepts related to Genesys, development and integrations
• An understanding of business processes and the ability to align Genesys solutions with organizational goals and objectives
• Strong problem-solving skills to address technical and project-related challenges
• Excellent communication and interpersonal skills, as the role involves interactions with both technical and non-technical stakeholders
• Experience leading and motivating cross-functional teams to achieve project goals
• Experience working with Genesys consultants or vendors when necessary
• Team Oriented
• Be able to handle a fast-paced environment
• Complete a rigorous culture and competency testing process
• Complete a Drug Test
• Must be at least 21 years of age
• A valid US Driver's license
• Have the ability to obtain a Public Trust Clearance
• Must be a U.S Citizen or Permanent Resident
• Residency requirement - 3 consecutive years in the last 5 years
• Genesys certification