Cloud Solutions Engineer 2
Core
Design, plan, integrate, maintain, and support the organization's Genesys Cloud CX platform and related contact center technologies within existing IT infrastructure.
Role type
Cloud Solutions Engineer (Contact Center)
Builds
Scalable, reliable, and customer-focused contact center solutions
Domain
Healthcare technology / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Genesys Cloud CX administration, telephony integration, SIP trunking, carrier connectivity, call flow design, voice routing, CRM integration, workforce management system integration, change management, technical documentation, vendor management
Preferred skills
Systems analysis, application programming development, experience with enterprise contact center platforms
Technologies
Genesys Cloud CX, Microsoft Teams, CRM platforms, workforce management systems
Responsibilities
Administer and configure Genesys Cloud CX platform including users, roles, queues, skills, and routing; Configure inbound/outbound voice services and digital channels; Implement telephony integrations and voice routing solutions; Partner with stakeholders to deliver contact center solutions; Monitor platform performance and resolve issues; Develop reporting and analytics dashboards; Coordinate testing and deployment of new functionality; Manage vendor relationships and process move/add/change requests.
Seniority
Mid-level, independent contributor
