Senior Genesys Cloud Engineer

Technologies we use

Expected

• Jira
• GitHub Copilot

Your responsibilities

• Design and implement complex Genesys Cloud contact center solutions
• Configure/develop/maintain advanced call flows, routing strategies, IVRs and integration points within Genesys Cloud, but also monitoring & reporting tools
• Support of the Genesys Cloud platform, incident management and user support, follow up incidents on telephony platforms
• 2nd level application support of the assigned applications and sporadic weekend or outside business hours assignments
• Maintain assignments, follow-up, and report via tickets in Jira
• Manage phones numbers (DNIS or agent phone numbers) and telephony related topics
• Propose optimizations about the processes and configuration
• Ensure the operations of services developed externally by software suppliers
• Planning and implementation of releases in coordination between customers and some software suppliers
• System integration of new applications into the production environment
• Create/Update specifications for external/internal parties around CTI platforms (Business analysis)
• Actively lead contact center projects using Genesys Cloud platform capabilities, keeping links with related projects/programs
• Manage invoices and budget for partners
• Relationship with external suppliers
• Collaborate and share knowledge with our core team to deliver scalable contact center solutions

Our requirements

• 5+ years of recent hands-on experience (Senior role) with Genesys Cloud solutions
• Strong knowledge about Genesys Cloud capabilities
• Ability to work independently and collaboratively in a multidisciplinary team environment
• Ability to develop subject matter expertise across all the systems/technologies you support, including technical details and operational processes
• Confident analytical and problem-solving skills
• Experience working in a ‘support’ environment, including liaising with end-users
• Flexibility to work exceptionally during extra business hours for maintenance reasons on CTI solutions
• Fluent in English, good written and oral communication skills
• Keen interest in continuous learning

What we offer

• Private medical & life insurance
• MyBenefit Platform
• Holiday allowance
• Public transportation allowance
• Meal allowance
• Annual bonus

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance
• remote work opportunities
• flexible working time
• extra social benefits
• holiday funds
• sharing the commuting costs
• charity initiatives

Worldline

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

Pursuant to the Article 24 sec. 6 of the Act of 14 June 2024 on the protection of whistleblowers, we inform you that Worldline Financial Services (Europe) S.A., a joint-stock company, Branch in Poland (hereinafter referred to as Worldline) is governed by the Regulations on the receipt of internal reports and taking follow-up actions (hereinafter referred to as the Regulations).

This is how we work