[Hiring] Genesys Cloud CX Support Engineer @Intrum

Role Description

Are you our new Genesys Cloud CX Support Engineer?

Location: Flexible within Europe

What you will do:

• Take responsibility for stability of platform and control company standards
• Develop existing features according to best practices
• Implement new functionalities in 15+ countries across Europe
• Support whole team in incident management process
• Work together with other IT departments
• Help us to improve processes and routines that are implemented
• Propose new solutions/corrections of actual setup
• Cooperate with other team members and proactively help when needed

Qualifications

• 2+ years of hands-on experience with Genesys Cloud CX administration, configuration, and support
• Strong knowledge of contact center technologies, including:
• ACD (Automatic Call Distribution)
• IVR and call flows
• Routing strategies
• Queues and skills
• Agent management and provisioning
• Experience troubleshooting production issues and performing root-cause analysis in a customer-facing environment
• Understanding of SIP telephony, VoIP, telecommunications concepts, and call routing principles
• Familiarity with APIs, Web Services, Data Actions, and basic integration troubleshooting
• Ability to translate business requirements into technical solutions and platform configurations
• Ability to work independently in a fast-paced operational environment and manage multiple priorities simultaneously
• Experience with AI-powered IVR, chatbots, voicebots and speech-enabled solutions
• Basic scripting knowledge (JavaScript, Python, PowerShell) for automation and integrations
• Experience working within Agile/Scrum teams
• Knowledge of cloud platforms such as AWS or Azure

Benefits

• Challenging and rewarding career
• Exciting and developing position in an international company with growth ambitions
• Work with highly motivated and skilled co-workers globally
• Be part of a supportive culture where effort counts