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Senior Genesys Engage Engineer

2 hours, 15 minutes ago
Philippines
Full-time
Senior
Technical Support Engineer
Software Development
Apply Now
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982
View All Jobs 27

Description

  • Design, implement, and maintain Genesys Engage solutions to meet business requirements.
  • Configure, manage, and troubleshoot Genesys Voice Platform (GVP) components.
  • Develop and optimize routing strategies using Genesys Routing.
  • Monitor and analyze system performance using Genesys Realtime Reporting and Genesys Historical Reporting.
  • Manage and support Genesys Intelligent Workload Distribution (IWD) for efficient task allocation.
  • Administer and maintain Genesys systems using Genesys Administrator.
  • Implement and manage Workforce Management (WFM) solutions to optimize staffing and scheduling.
  • Participate in an on-call rotation to provide 24/7 support and ensure system availability.
  • Collaborate with cross-functional teams to ensure seamless integration and operation of Genesys solutions.
  • Troubleshoot and resolve complex technical issues related to the Genesys platform.

Requirements

  • Minimum 4 years of experience working with the Genesys Engage Platform.
  • Hands-on proficiency with GVP, Genesys Routing, Genesys Realtime Reporting, Genesys Historical Reporting, IWD, Genesys Administrator, and WFM.
  • Strong analytical and problem-solving skills.
  • Excellent communication and collaboration abilities.
  • Bachelor's degree in Computer Science, Engineering, or a related field (preferred).
  • Genesys certification (preferred).
  • Willingness to participate in an on-call rotation for 24/7 support.
  • Experience working in managed services or complex, multi-platform environments is implied by the role context.

Interested in this position?

Apply directly on the company website

Apply Now

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