Genesys eServices Engineer

Responsibilities:

As a Genesys eServices Engineer, you will be responsible for:

• Designing, implementing, and maintaining Genesys eServices solutions for clients, ensuring seamless integration with existing systems and processes.
• Analyzing technical requirements in collaboration with onshore.
• Conducting thorough testing and validation of Genesys eServices solutions, identifying, and resolving any issues.
• Developing and maintaining technical documentation, including solution designs, implementation plans, and operational guides, to support knowledge transfer and ongoing maintenance.
• Providing Level 2 and Level 3 support, troubleshooting and resolving complex issues, including RCA and fixes
• Support major releases, upgrades and maintenance activities.
• Staying up to date with the latest Genesys eServices product updates and industry best practices, recommending improvements and optimizations to enhance clients' customer experience.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Minimum of 3 years of experience working with Genesys eServices solutions, including implementation, configuration, and support, and overall, 7-10 years of experience in Genesys
• Strong knowledge of Genesys routing and reporting solutions, as well as integration
• Excellent problem-solving, analytical, and troubleshooting skills, with the ability to diagnose and resolve complex technical issues.
• Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and interact with clients at various levels.
• Ability to manage multiple tasks and priorities in a fast-paced, deadline-driven environment.
• Genesys certifications, such as Genesys Certified Professional (GCP), are highly desirable.
• Experience in any of these applications is a plus - Genesys Platform, Genesys SDK, GVP – IVR platform, Workforce management.