Senior Genesys Cloud Engineer
The opportunity
As Senior Genesys Cloud Engineer you can expect a wide range of tasks in our team, who supports the different business teams of Worldline. Automation of call routing in collaboration with Salesforce and other relevant systems are also in the scope. You will be part of the Contact Center Digital Solutions team where you will be in contact with internal customers as well as suppliers.
You will operate and configure our Genesys Cloud solution, take part of the change requests analysis and coordinate testing as well as deliveries in production. Ensure smooth operations, actively involve customers, suppliers, surrounding systems, stakeholders and much more.
You are looking for a challenge with a wide range of assignments, enjoy working in a international team and constantly learning new things. Self-development is part of the role.
Day-to-day responsibilities
- Design and implement complex Genesys Cloud contact center solutions
- Configure/develop/maintain advanced call flows, routing strategies, IVRs and integration points within Genesys Cloud, but also monitoring & reporting tools
- Support of the Genesys Cloud platform, incident management and user support, follow up incidents on telephony platforms
- 2nd level application support of the assigned applications and sporadic weekend or outside business hours assignments
- Maintain assignments, follow-up and report via tickets in Jira
- Manage phones numbers (DNIS or agent phone numbers) and telephony related topics
- Propose optimizations about the processes and configuration
- Ensure the operations of services developed externally by software suppliers
- Planning and implementation of releases in coordination between customers and some software suppliers
- System integration of new applications into the production environment
- Create/Update specifications for external/internal parties around CTI platforms (Business analysis)
- Actively lead contact center projects using Genesys Cloud platform capabilities, keeping links with related projects/programs
- Manage invoices and budget for partners
- Relationship with external suppliers
- Collaborate and share knowledge with our core team to deliver scalable contact center solutions
Who are we looking for
We look for big thinkers. People having a strong analytical and problem-solving skills and love to work with multiple stakeholders. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:
- 5+ years of recent hands-on experience (Senior role) with Genesys Cloud solutions
- Strong knowledge about Genesys Cloud capabilities
- Ability to work independently and collaboratively in a multidisciplinary team environment
- Ability to develop subject matter expertise across all the systems/technologies you support, including technical details and operational processes
- Confident analytical and problem-solving skills
- Experience working in a ‘support’ environment, including liaising with end-users
- Flexibility to work exceptionally during extra business hours for maintenance reasons on CTI solutions
- Fluent in English, good written and oral communication skills
- Keen interest in continuous learning
Skills we’d like:
- Knowledge of a variety of scripting languages (IVR, survey)
- Expertise in creating, analyzing, and repairing large-scale distributed systems
- Working knowledge of one or more of the following: Excel Macros, Genesys administration, bots (voicebot, chatbot, …)
Perks & Benefits
At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:
- Private medical & life insurance
- MyBenefit Platform
- Holiday allowance
- Public transportation allowance
- Meal allowance
- Annual bonus