engineering
Posted 2 hours agoGenesys Engineer
at Upgraded
Phoenix, United StatesHybrid
Responsibilities
- Design, implement, configure, test, and support contact center solutions on the Genesys Cloud platform. •
- Lead and execute projects that are critical to the growth and evolution of our contact center environment. •
- Collaborate with fellow Genesys team members to support day-to-day platform operations and ongoing enhancements. •
- Evaluate and recommend new Genesys Cloud capabilities and technologies to support business growth and improve customer experience. •
- Troubleshoot and resolve platform issues while minimizing disruption to contact center operations. •
Requirements
- experience with Genesys Cloud, contact center technologies, and a strong understanding of customer service operations.
- experience supporting and implementing Contact Center technologies. • Hands-on
- experience with Genesys Cloud, including: Interaction Flow Design, Intelligent and Predictive Routing, Outbound Contact Management, System Configuration and Administration, Omnichannel contact center environments (voice, chat, messaging, email, etc.) •
- Genesys Cloud certifications (such as Certified Genesys Engineer) are highly valued. • Strong
- experience with solution configuration, implementation, testing, troubleshooting, and production support. •
- Strong communication skills with the ability to work effectively across technical teams, business stakeholders, and leadership. •
- Experience integrating Genesys Cloud with API driven CRM platforms (Salesforce, Microsoft Dynamics, etc.). •
- Experience in fintech, banking, lending, or financial services environments. •
- Experience supporting a globally distributed, hybrid in-house and outsourced staffed contact center organization as a direct employee. •
- Experience with APIs, integrations, automation, or custom Genesys Cloud development.
- English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.
Experience
- Participate in on-call support and after-hours change management activities as needed. What We Look For: • 5+ years of