NEWPosted 1 hour ago
Job ID: JOB_ID_6934
Job Overview:
We are seeking experienced Genesys Cloud Engineers to join our team for a contract position. The ideal candidate will have a strong background in Genesys Cloud, hands-on cloud experience, and the ability to lead and drive projects. This role requires minimal hand-holding and the ability to hit the ground running.
Key Responsibilities:
- Design advanced cloud contact center solutions, including routing, IVR, workforce management, analytics, and reporting, leveraging AI solutions like CoPilot, Bedrock, Amazon Q in Connect, KoreAI, and MurfAI.
- Lead the deployment, configuration, and integration of cloud contact center systems with existing IT infrastructure, ensuring seamless functionality and optimal performance.
- Provide senior-level support and troubleshooting for complex technical issues, implementing solutions to ensure minimal disruption and system reliability.
- Analyze existing and new voice and data networks (as needed) and recommend solutions.
- Troubleshoot, maintain, upgrade, and identify problem areas and solve issues proactively.
- Mentor and train junior engineers and other team members on functionality, best practices, and troubleshooting techniques.
- Research emerging customer experience and conversational AI technologies, evaluate new tools and platforms, upskill on emerging customer experience innovations, and contribute to the continuous improvement of solutions offerings.
- Create comprehensive playbooks, develop support documentation, and implement automation for handling support requests on enterprise AI platform(s).
Must-Have Qualifications:
- 3-5 years of hands-on Genesys Cloud experience is required. 3 years is acceptable if the candidate demonstrates strong capabilities given market limitations.
- Candidates must have hands-on engineering experience, not just support.
- Must be able to hit the ground running with minimal hand-holding.
- Experience leading or driving projects is preferred.
- Must have implemented at least 3 channels in Genesys Cloud: Email, Voice, Outbound. (Inbound voice alone is not sufficient).
- Hands-on cloud experience is essential.
Technical Skills:
- Degree in a computer-related field or equivalent professional technical experience.
- Ability to solve problems quickly and accurately.
- 5+ years of experience in cloud-based contact center solutions, including deploying, configuring, and managing such systems.
- Deep understanding of Cloud Contact Center platforms (Genesys, Connect, NiceCX, etc.), including IVR, call flows, routing, AI, workforce management, and reporting.
- Experience with tools and services for Cloud Contact Center Implementation and development for Genesys, Amazon Connect, and/or Nice InContact (e.g., Genesys Architect, Amazon Connect flow builder, Lambda, DynamoDB, Lex, API Gateway).
- Understanding of the basics and concepts of Generative AI and associated guardrails.
- Knowledge of HTTP requests, REST web services, and JSON.
Desirable Qualifications:
- Certifications or related training/badges for Genesys, Amazon, or Nice InContact.
Common Issues Encountered:
- Many resumes show extensive experience with Genesys Engage (on-prem) but limited cloud experience.
- Candidates lacking true hands-on experience or project ownership.
Visa Requirement:
US Citizen
Special Requirements
Visa: US Citizen. Screening steps: First screening passed by one candidate. Interview modes: Not specified. Domain restrictions: Not specified.
Compensation & Location
Salary: $60 – $85 per year (Estimated)
Location: Remote
Recruiter / Company – Contact Information
Email: sisen441@gmail.com
Recruiter Notice:
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