Senior Genesys Engage Engineer

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 and 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
• Troubleshoot and resolve complex technical issues related to the Genesys platform

Requirements

• Minimum 4 years of experience working with the Genesys Engage Platform
• Proficiency in GVP, Genesys Routing, Genesys Realtime Reporting, and Genesys Historical Reporting
• Experience with IWD, Genesys Administrator, and Workforce Management (WFM)
• Strong analytical and problem-solving skills
• Excellent communication and collaboration abilities

Preferred Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field
• Genesys certification

Benefits

• Medical, dental, and vision insurance
• Tax-advantaged health care accounts
• Financial and income protection benefits
• Paid time off (PTO) and wellness time off

About the Company

TTEC Digital pioneers engagement and growth solutions that fuel the exceptional customer experience (CX). Our Genesys Partner Practice is a team of CX designers, consultants, engineers, and data scientists dedicated to integrating the Genesys platform into complex environments to produce predictable, high-quality results.