Senior Genesys Engage Engineer (Houston, TX)

TTEC Digital is a company that focuses on enhancing customer experience through employee support. They are seeking a highly skilled Senior Genesys Engineer to design, implement, and maintain Genesys Engage solutions, ensuring optimal performance and system availability through 24/7 support.

Responsibilities:

• Design, implement, and maintain Genesys Engage solutions to meet business requirements
• Configure and manage Genesys Voice Platform (GVP) for optimal performance and troubleshooting
• Develop and optimize routing strategies using Genesys Routing
• Monitor and analyze system performance using Genesys Realtime Reporting and Genesys Historical Reporting
• Manage and support Genesys Intelligent Workload Distribution (IWD) for efficient task allocation
• Administer and maintain Genesys systems using Genesys Administrator
• Implement and manage Workforce Management (WFM) solutions to optimize staffing and scheduling
• Participate in an on-call rotation to provide 24/7 support and ensure system availability
• Collaborate with cross-functional teams to ensure seamless integration and operation of Genesys solutions
• Troubleshoot and resolve complex technical issues related to the Genesys platform
• Stay updated with the latest developments and best practices in Genesys technologies

Requirements:

• Minimum 4 years of experience working with the Genesys Engage Platform
• Proficiency in GVP, Genesys Routing, Genesys Realtime Reporting, Genesys Historical Reporting, IWD, Genesys Administrator, and WFM
• Strong analytical and problem-solving skills
• Excellent communication and collaboration abilities
• Participation in an on-call rotation to provide 24/7 support and ensure system availability
• Bachelor's degree in Computer Science, Engineering, or a related field
• Genesys certification