Senior Genesys Engineer (Houston, TX)
At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee-first process. The TTEC Digital Genesys Partner Practice of customer experience designers, consultants, engineers, and data scientists has been awarded partner of the year 14 times, holds over 400 certifications, and possesses the expertise and relationships to seamlessly integrate the Genesys platform, applications and components into complex, multi-platform environments to produce predictable results that fuel the exceptional customer experience. We are seeking a highly skilled and experienced Senior Genesys Engineer to join our team in Houston.
Responsibilities
- Design, implement and maintain Genesys Engage solutions to meet business requirements.
- Configure and manage Genesys Voice Platform (GVP) for optimal performance and troubleshooting.
- 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.
- Stay updated with the latest developments and best practices in Genesys technologies.
Qualifications
- Minimum 4 years of experience working with the Genesys Engage Platform.
- Proficiency in 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).
Compensation & Benefits
This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.
- Medical, dental, vision
- Tax-advantaged health care accounts
- Financial and income protection benefits
- Paid time off (PTO) and wellness time off
Equal Opportunity Employer
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce.
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