Title
Senior Genesys Cloud Contact Centre Engineer
Job Description
Altron Digital Business is looking to appoint a highly skilled Senior Genesys Cloud Contact Centre Engineer to join our dynamic team. The ideal candidate will be responsible for designing, implementing, and supporting Genesys Cloud solutions to enhance our contact center operations. This role requires a deep understanding of Genesys Cloud platform, along with strong analytical, troubleshooting, and communication skills.
Key Responsibilities:
- Design and implement Genesys Cloud contact center solutions based on business requirements and best practices.
- Configure and customize Genesys Cloud components including IVR, routing strategies, queues, and reporting.
- Integrate Genesys Cloud with other enterprise systems such as CRM, workforce management, and telephony platforms.
- Provide technical leadership and guidance to junior engineers and support teams.
- Collaborate with stakeholders to gather requirements, assess needs, and recommend solutions.
- Perform troubleshooting and issue resolution for Genesys Cloud platform and related integrations.
- Stay updated on the latest Genesys Cloud features, enhancements, and industry trends.
- Drive continuous improvement initiatives to optimize contact center performance and efficiency.
Qualifications:
- Bachelor’s degree in computer science, Information Technology, or related field.
- Minimum of 5 years of experience in designing, implementing, and supporting Genesys Cloud contact center solutions.
- Strong expertise in Genesys Cloud platform, including configuration, administration, and troubleshooting.
- Proficiency in programming/scripting languages such as JavaScript, Python, or Java.
- Experience with cloud technologies and deployment models (AWS, Azure, etc.).
- Excellent communication skills with the ability to interact effectively with stakeholders at all levels.
- Genesys certifications (e.g., Genesys Cloud Certified Professional) preferred.
- Proven track record of delivering successful Genesys Cloud projects on time and within budget.
- Ability to work independently as well as collaboratively in a fast-paced environment.
Join our team and be part of an exciting journey to revolutionize our contact center operations using cutting-edge Genesys Cloud technology. If you are passionate about contact center solutions and thrive in a challenging environment, we want to hear from you!
Education
National Certificate Level 4 (N4) / Grade 12 (Required)
Languages
English
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What We Do
Altron is a proudly South African technology group. We harness the power of data, technology and human ingenuity to solve real-world problems, from the everyday to the epic. A technology industry leader since 1965, we’re partnering with customers across all industries to help them grow, build a thriving economy and transform today into a simpler, safer and smarter tomorrow. Altron operates in six countries, employs 4,700+ people and reported revenue of ZAR 7.9bn for the 12-month period ended 28 Feb 2023.
