Genesys configuration Specialist
Core
Configures, designs, and maintains Genesys Cloud CX contact center solutions, focusing on out-of-the-box functionality and system integrations.
Role type
Genesys Cloud Configuration Specialist
Builds
Contact center applications and integrations for enterprise clients
Domain
Contact Center as a Service (CCaaS) / Telephony
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Genesys Cloud CX configuration, IVR design, call flow creation, routing logic, CRM integration, incident management, ITIL processes, technical documentation, API integration, troubleshooting
Preferred skills
Genesys Architect, Calabrio WFM, XML/JSON/REST, mentoring developers
Technologies
Genesys Cloud, Genesys Engage, Genesys Architect, XML, SOAP, REST, JavaScript, JSON, HTML, Microsoft Visio, Calabrio
Responsibilities
Configure queues, skills, routing rules, and call flows; Manage IVR menus and scripts; Design and develop integrations between Genesys Cloud and backend systems; Conduct unit, functional, and integration testing; Deploy and implement applications in client environments; Monitor system errors and participate in on-call rotations; Handle TAC/Engineering escalations; Provide technical guidance and mentoring to developers and QA analysts; Ensure compliance with ITIL change management and security standards.
Seniority
Mid-to-Senior, hands-on IC with client-facing responsibilities
