Sr Genesys Cloud Engineer - Diverse Lynx

Technical/Functional Skills

" Bachelor's degree preferred.

" Genesys Certified Professional Certification highly preferred

" Cisco Contact Center Certififcation (or related)

" Minimum 3 years of experience working on Genesys Cloud/Pure Cloud Contact Center platform

" Knowledge in IVR, Data tables, Call flow, emergency , Change, and Problem Management.

" Knowledge to design and develop complex call flows (Inbound, In-Queue, Outbound, Advanced ACD Routing, Data Tables, Integrations with Data Actions)

" Experience in Genesys Dialog engines and BOT flow development " 3rd party integrations- Salesforce, e911, CCSP.

o Ability to control or lead conversations with various support groups

" . " Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization.

" " Strong cross technical background with proven troubleshooting skills

Experience Required

" Typically, 3-4 years of experience working with Genesys cloud

" Contact Center Solutions: Extensive experience in designing, implementing and managing contact center services.

" System Integration: Proven experience in integrating Genesys cloud with other enterprise system.

" Genesys Cloud: Hands on experience with Genesys cloud architecture, API s & tools

" Experience providing technical support & troubleshooting for Genesys cloud or similar systems.

" Experience working in industries that heavily rely on contact centers, such as telecommunications, customer service, finance or healthcare etc

Roles & Responsibilities

Responsibilities

" Genesys Cloud Development: Lead the development and configuration of Genesys cloud solutions.

" Configure, troubleshoot & support various Omnichannel Telephony platforms.

" Transition, Migration & Support of Enterprise Contact Center

" Operations support for Enterprise Contact Center (Genesys Cloud)

" Review & critique HLDs and LLDs

" The role requires extensive client & vendor management.

" Work closely with cross-functional teams to define and implement call center and UC strategies, ensuring efficient use of resources and optimal customer experience.

" Role requires significant interaction and collaboration with customers, other engineering gr oups, product, planning, operations, IT organizations, vendor development and support groups, as needed.

" Introduce prevalent industry best practices and processes.

Generic Managerial Skills

" Team Leadership

" Decision making

" Project Planning

" Effective Communication ,

" Vendor Management

" Mentoring/Training skills

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.