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Joining Location : Bristol, London
Mode of Employment : Permanent / Hybrid
Job Summary
The Genesys SME is a key technical leader responsible for the design architecture and optimization of advanced Genesys Contact Center solutions With a deep understanding of the Genesys suite and extensive experience in contact center transformation the Senior Genesys Engineer will drive strategic initiatives ensuring the seamless integration and performance of the platform to deliver superior customer experiences
Key Responsibilities
* Lead the design and architectural strategy for complex Genesys CloudGenesys Engage environments
* Develop scalable and resilient solutions to support highvolume contact centers
* Ensure the architecture meets current business needs and is flexible for future growth
* Oversee the development of sophisticated call routing strategies IVR solutions and customer engagement workflows
* Design and implement AIpowered solutions including chatbots voicebots and predictive routing
* Lead the customization of agent desktops dashboards and reporting tools to meet business objectives
* Lead the integration of Genesys solutions with CRM systems workforce management tools and other enterprise applications
* Work closely with DevOps and IT teams to implement CICD pipelines for Genesys environments
* Manage APIs and web services to ensure seamless data flow across systems
* Conduct indepth performance analysis and implement optimizations for call quality system speed and user experience
* Use data analytics and reporting tools to identify trends and opportunities for continuous improvement
* Ensure the platform is optimized for peak performance during hightraffic periods
* Act as a subject matter expert SME for all Genesysrelated initiatives within the organization
* Ensure that the Genesys platform complies with industry standards data protection regulations and security protocols
* Conduct regular security audits and implement measures to protect against vulnerabilities
* Serve as the escalation point for complex technical issues related to the Genesys platform
* Lead root cause analysis and incident management for critical issues
* Develop and maintain disaster recovery plans and ensure system redundancy
* Create comprehensive documentation for all system configurations processes and troubleshooting guides
* Continuously review and refine operational processes to improve efficiency and reliability
Qualifications
* Education Bachelors or Masters degree in Computer Science Information Technology or a related field or equivalent experience
* Experience 10 years of handson experience with Genesys solutions including Genesys Cloud Genesys Engage and related components
Technical Skills
* Expertise in Genesys platform architecture configuration and deployment
* Strong programming skills in languages like Java Python or C
* Advanced knowledge of SIP VoIP telephony and network technologies
* Experience with cloud infrastructure AWS Azure etc and virtualization
Soft Skills
Excellent communication presentation and stakeholder management skills
Strong analytical thinking and complex problemsolving capabilities
Good to have Qualifications
* Genesys Certified Professional GCP or Genesys Certified Expert GCE
* Experience with AI machine learning Copilot and customer experience analytics
* Familiarity with AgileScrum methodologies
* Experience in global contact center implementations and largescale deployments
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