We are looking for a dynamic and proactive Genesys Engineer who can think creatively to solve complex problems and meet user requirements. You must be agile and adaptive, capable of delivering results while managing the details of implementation. You must have demonstrable expertise in Genesys Cloud with a wide range of knowledge, and be ready to research and learn new techniques, languages, and frameworks. Working with a DevSecOps mindset, you will be developing, delivering, and operating Genesys Cloud using a secure and stable approach.
The Mid‑Level Engineer will produce functional designs from gathered business requirements through to live release. You will be responsible for managing the details of implementation, identifying and enforcing best practices and ensuring alignment with our standards, as well as making informed, real‑time technical decisions.
Main Duties
* Produce functional design documentation based on gathered business requirements.
* Lead the deployment of Genesys Cloud solutions, including setup, configuration, and customisation to meet business functional requirements.
* Provide technical support during and after implementation, troubleshooting issues and ensuring optimal performance.
* Assist support teams with incident ownership through to resolution, including participation in an out‑of‑hours on‑call rota.
* Conduct training sessions for end‑users and create clear documentation for system configurations and processes.
* Provide technical guidance and support to other team members.
* Encourage and lead technical demos, ensuring effective knowledge transfer throughout delivery.
* Actively participate in engineering maturity efforts and promote best practices across teams.
* Contribute to peer reviews and produce supporting documentation where required.
* Apply and advocate DevSecOps practices.
* Actively participate in Agile ceremonies such as Refinement, Sprint Planning, Sprint Review, and Retrospective.
* Communicate effectively with both technical and non‑technical stakeholders.
* Contribute to improving technical excellence and ways of working within Squad, Chapter, and Guild forums.
Technical Experience
* Proven track record with Genesys Cloud architect flow design and build across Voice, Email, and Messaging channels.
* Proficiency in developing APIs for seamless integration of third‑party tools and services.
* Experience with REST APIs and web services.
* Knowledge of IP Telephony, including Genesys Cloud Edge Devices and SIP Trunking.
* Ability to diagnose and resolve complex technical issues, including analysing SIP traces.
* Basic understanding of Terraform and Genesys CX as Code.
* Experience with omnichannel contact centre solutions.
* Knowledge of AI and automation capabilities within Genesys Cloud.
* Experience integrating Genesys with a range of third‑party systems.
* Understanding of cloud infrastructure and security best practices.
Behavioural Experience
* Ability to assess functional requirements and challenge them where appropriate, using active listening and evidence‑based reasoning.
* Strong communication and influencing skills, with confidence in presenting ideas to peers, seniors, and management.
* Ability to work collaboratively and creatively, actively sharing knowledge and ideas within the team.
* Understanding of Agile Scrum methodology and practices.
* Strong prioritisation and time‑management skills to ensure deadlines are met.
* Commitment to continuous improvement and willingness to drive ideas forward.
* Ability to produce clear and high‑quality documentation when required.
Required Certifications
* Genesys Cloud Professional Certification (GCP).
* At least one Genesys Cloud Specialist Certification (GCS) in any of the following areas: Architect, Quality Management, Workforce Engagement, AI and Bots.
Admiral – Where You Can
We take pride in being a diverse and inclusive business. It is a place where you can be yourself and show up as you are. You can grow and progress at a pace and direction that suits you, make a difference for our customers and each other, and share in our future. Eligible employees may receive up to £3,600 of free shares each year after one year of service. Everyone receives 33 days holiday (including bank holidays) when they join, increasing with tenure up to a maximum of 38 days. Additional leave days can be purchased or sold.
Disability Confident Leader
As a Disability Confident Leader, we will invite a fair and proportionate number of candidates that meet the essential requirements of the role to the first stage of our selection process. We support reasonable adjustments during the recruitment process.
Equal Opportunity
We are fully committed to ensuring that your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.
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