Genesys Cloud Developer

Job Description

* Senior Engineer: Omni-channel Cloud Job Description The main responsibility of the senior engineer Omni-channel is to ensure an effective and reliable telephony and application communication platform within our business application architecture, in order to improve the effectiveness and efficiency of the business processes. You will be part of the team Application Management and Telephony which is responsible for the technical architecture, development and operations of the global Omni-channel solution and customer experience/engagement platform. As senior Engineer, you will also act as a subject matter expert who will use his/her knowledge and experience to design, develop and maintain our applications. Main Tasks and Responsibilities:
• Plan,design,implementation,configuration of Genesys Cloud CX(Purecloud)
• Manage product requirements and Go-live activities for Genesys pure cloud
• Integration of Genesys cloud CX with Salesforce CRM
• Developing custom applications using Genesys platform SDK
• Work Experience related to CICD tools
• Good experience in Terraform
• Be part of L3 support involved in Bug fixes, Changes and New enhancements as part of Service Ops team for Telephony
• Pro-actively support and have a leading role in the business requirements analysis, architecture and technical design, development, testing and maintenance of the global Omni-channel & customer engagement platform
• Analyze the impact and support the implementation of upgrades and changes of the CAC IT Environment in co-operation with the process & technical owners in order to ensure continuity and improve the efficiency of systems, processes and infrastructure
• Share your knowledge and expertise in the team to ensure continuity, by keeping documentation, providing training material and become recognized as the IT expert within the company for a specific subject / specialism.
• Communicate with customers, suppliers and support teams from initial requirement gathering, through design & implementation till operational support
• Design and ensure monitoring for scheduled jobs, Omni-channel & customer engagement components and interfaces to ensure a stable operation
• Participate in Disaster Recovery planning and tests
• Willing to travel occasionally
• Willing to participate in on-call/on-duty shifts
Skillset:
• University degree or Higher Vocational Education
• At least 5-10 years of professional experience in the field of complex and stretched contact center environments
• Good communication skills
• English is our corporate language, German is an asset
• Service the needs of business partners from beginning to end and taking ownership
• Analytical and design thinking with the end customer in mind
• Experience with the agile way of working
• Ability to partner with stakeholders, interact with various levels of management and promote cross departmental collaboration
• Creative mind
• Connecting the dots having the big picture in mind
• Aware of market developments and trends
• Decision making:
  • Able to function independently with limited work directions
  • Able to steer and manage a small (development) team of assigned resources
  • Capability to solve requests/problems when under pressure (e.g. deadlines or major incidents)
  • Is able to setup work directions
  • Monitor and manage time and prioritize own workload and of the assigned resources
  • Escalate any problems/issues if required
• Technical Skills:
  • Experience with Genesys cloud CX platform
  • Experience with SIP and voice based solutions
  • Experience with Social Media, Chat, Video and (a)synchronous messaging services
  • Experience with Avaya Customer Experience & Contact Center suite or Verint Customer Engagement platform is a pro
  • Application lifecycle management
  • License management
, * Senior Engineer: Omni-channel Cloud Job Description The main responsibility of the senior engineer Omni-channel is to ensure an effective and reliable telephony and application communication platform within our business application architecture, in order to improve the effectiveness and efficiency of the business processes. You will be part of the team Application Management and Telephony which is responsible for the technical architecture, development and operations of the global Omni-channel solution and customer experience/engagement platform. As senior Engineer, you will also act as a subject matter expert who will use his/her knowledge and experience to design, develop and maintain our applications. Main Tasks and Responsibilities:
• Plan,design,implementation,configuration of Genesys Cloud CX(Purecloud)
• Manage product requirements and Go-live activities for Genesys pure cloud
• Integration of Genesys cloud CX with Salesforce CRM
• Developing custom applications using Genesys platform SDK
• Work Experience related to CICD tools
• Good experience in Terraform
• Be part of L3 support involved in Bug fixes, Changes and New enhancements as part of Service Ops team for Telephony
• Pro-actively support and have a leading role in the business requirements analysis, architecture and technical design, development, testing and maintenance of the global Omni-channel & customer engagement platform
• Analyze the impact and support the implementation of upgrades and changes of the CAC IT Environment in co-operation with the process & technical owners in order to ensure continuity and improve the efficiency of systems, processes and infrastructure
• Share your knowledge and expertise in the team to ensure continuity, by keeping documentation, providing training material and become recognized as the IT expert within the company for a specific subject / specialism.
• Communicate with customers, suppliers and support teams from initial requirement gathering, through design & implementation till operational support
• Design and ensure monitoring for scheduled jobs, Omni-channel & customer engagement components and interfaces to ensure a stable operation
• Participate in Disaster Recovery planning and tests
• Willing to travel occasionally
• Willing to participate in on-call/on-duty shifts
Skillset:
• University degree or Higher Vocational Education
• At least 5-10 years of professional experience in the field of complex and stretched contact center environments
• Good communication skills
• English is our corporate language, German is an asset
• Service the needs of business partners from beginning to end and taking ownership
• Analytical and design thinking with the end customer in mind
• Experience with the agile way of working
• Ability to partner with stakeholders, interact with various levels of management and promote cross departmental collaboration
• Creative mind
• Connecting the dots having the big picture in mind
• Aware of market developments and trends
• Decision making:
  • Able to function independently with limited work directions
  • Able to steer and manage a small (development) team of assigned resources
  • Capability to solve requests/problems when under pressure (e.g. deadlines or major incidents)
  • Is able to setup work directions
  • Monitor and manage time and prioritize own workload and of the assigned resources
  • Escalate any problems/issues if required
• Technical Skills:
  • Experience with Genesys cloud CX platform
  • Experience with SIP and voice based solutions
  • Experience with Social Media, Chat, Video and (a)synchronous messaging services
  • Experience with Avaya Customer Experience & Contact Center suite or Verint Customer Engagement platform is a pro
  • Application lifecycle management
  • License management

Keyskills :
disaster recovery planningsocial mediasalesforce crmcontact centerdesign thinkingtechnical designdisaster recoveryrecovery planningtraining materialproviding trainingcustomer engagementoperational supportcustomer experienceproduct requirement