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TTEC Digital

Posted 3 months ago

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Senior Genesys Engage Engineer

ManilaOn-siteFull-time

AI Summary

Senior Genesys Engineer designs, implements, and maintains Genesys Engage solutions, configures GVP, builds routing strategies, and supports 24/7 operations.

About this role

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. Our vision is the same, a place where employees know they can thrive.

The TTEC Digital Genesys Partner Practice of customer experience (CX) designers, consultants, engineers, and data scientists, has been awarded partner of the year 14 times, hold over 400 certifications, and possess 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. The ideal candidate will have extensive knowledge and hands-on experience with the Genesys Engage Platform, including GVP, Genesys Routing, Genesys Realtime Reporting, Genesys Historical Reporting, IWD, Genesys Administrator, and Workforce Management (WFM). The role requires participation in an on-call rotation to ensure 24/7 support.

What You'll Be Doing

  • 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.

    • What You'll Bring to the Role

  • 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).

    • Skills

    Genesys AdministratorGenesys CertificationsGenesys EngageGenesys Historical ReportingGenesys Realtime ReportingGenesys RoutingGVPIntelligent Workload Distribution (IWD)On-call SupportWorkforce Management (WFM)

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