KACE Company ยท 9 hours ago
Genesys Engineer
United States
Full-time
Remote
Senior Level
5+ years expKACE Company is dedicated to making a difference in national safety and security, seeking a technical and detail-oriented Genesys Engineer. In this role, you will develop and maintain Genesys solutions to enhance contact center operations, ensuring efficient customer service through design, customization, and integration of Genesys Cloud CX.
Cloud ComputingCyber SecurityInformation TechnologyTraining
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Design, configure, and implement Genesys-based contact center solutions, taking into consideration the organization's specific requirements, such as call routing, IVR systems, chat, email, and more
Integrate Genesys solutions with other systems and applications, such as Salesforce, workforce management tools, and third-party platforms to ensure a seamless customer experience
Configure Genesys components, including routing strategies, voice applications, and agent desktop interfaces to meet business objectives and performance targets
Monitor and maintain the Genesys environment, proactively identifying and resolving issues, optimizing performance, and ensuring high availability
Create and maintain technical documentation, including system diagrams, configuration guides, and standard operating procedures
Work closely with business stakeholders and contact center teams to understand their requirements and design customized Genesys solutions that address their needs
Configure and customize Genesys to optimize its use in the contact center, including setting up workflows, automation rules, case management, knowledge base, and email templates
Develop and maintain Genesys reports and dashboards to provide insights into contact center performance, customer interactions, and service KPIs
Provide training and support to contact center agents and staff to ensure they are proficient in using Genesys tools and features
Create and maintain comprehensive documentation related to Genesys configurations, customizations, and integrations
Ensure that Genesys configurations and practices align with security and compliance standards, such as GDPR, HIPAA, or industry-specific regulations
Ensure ongoing support and maintenance of Genesys solutions, addressing any post-implementation issues or enhancements
Qualification
Required
B.S in Information Systems, or related field or equivalent work experience
5+ Years of Genesys engineer experience
Proven experience in Genesys implementation and customization, with a focus on contact center solutions
Proficiency in understanding and discussing technical concepts related to Genesys, development and integrations
An understanding of business processes and the ability to align Genesys solutions with organizational goals and objectives
Strong problem-solving skills to address technical and project-related challenges
Excellent communication and interpersonal skills, as the role involves interactions with both technical and non-technical stakeholders
Experience leading and motivating cross-functional teams to achieve project goals
Experience working with Genesys consultants or vendors when necessary
Team Oriented
Be able to handle a fast-paced environment
Must be a U.S Citizen or Legal Permanent Resident
Favorable credit check for all cleared positions
Successfully passing a background investigation including drug screening
Residency requirement - 3 consecutive years in the last 5 years
Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees
Climbing/Stooping/Kneeling: 10% of the time
Lifting/Pulling/Pushing: 10%
Fingering/Grasping/Feeling: Must be able to write, type, and use a telephone system 100% of the time
Sitting: Sitting for prolonged and extended periods of time
Preferred
Genesys certification (preferred)
Company
KACE Company
At KACE, we leverage data-powered insights to develop novel strategies and technology-enabled solutions that accelerate mission success.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Christine Martin
Human Resources Business Partner
Company data provided by crunchbase