Title:  Genesys Engineer

Location:  El Paso, Texas

Security Clearance: Public Trust Clearance

Schedule: Due to the nature of law enforcement work and operation, position may require occasional support outside of core working hours, as well as intermittent weekend support, mission dependent

Job Summary:

We are seeking a technical, highly organized, and detail-oriented Genesys Engineer to join our team. As a Genesys Engineer, you will play a critical role in developing and maintaining Genesys solutions to support the operations of our contact center. This position involves the design, customization, integration, and ongoing management of Genesys Cloud CX for a contact center and related technologies to ensure efficient and effective customer service operations.  You will be responsible for designing, implementing, and maintaining Genesys solutions that enhance and optimize contact center operations. This role requires a deep understanding of Genesys’ solutions in relation to a contact center technology, as well as proficiency in customizing and integrating Genesys to meet the specific needs of a contact center environment.

Essential Functions and Responsibilities:

• Design, configure, and implement Genesys-based contact center solutions, taking into consideration the organization's specific requirements, such as call routing, IVR systems, chat, email, and more.
• Integrate Genesys solutions with other systems and applications, such as Salesforce, workforce management tools, and third-party platforms to ensure a seamless customer experience.
• Configure Genesys components, including routing strategies, voice applications, and agent desktop interfaces to meet business objectives and performance targets.
• Monitor and maintain the Genesys environment, proactively identifying and resolving issues, optimizing performance, and ensuring high availability.
• Create and maintain technical documentation, including system diagrams, configuration guides, and standard operating procedures.
• Work closely with business stakeholders and contact center teams to understand their requirements and design customized Genesys solutions that address their needs.
• Configure and customize Genesys to optimize its use in the contact center, including setting up workflows, automation rules, case management, knowledge base, and email templates.
• Develop and maintain Genesys reports and dashboards to provide insights into contact center performance, customer interactions, and service KPIs.
• Provide training and support to contact center agents and staff to ensure they are proficient in using Genesys tools and features.
• Create and maintain comprehensive documentation related to Genesys configurations, customizations, and integrations.
• Ensure that Genesys configurations and practices align with security and compliance standards, such as GDPR, HIPAA, or industry-specific regulations.
• Ensure ongoing support and maintenance of Genesys solutions, addressing any post-implementation issues or enhancements.

Minimum Qualifications & Skills:

• B.S in Information Systems, or related field or equivalent work experience
• 5+ Years of Genesys engineer experience
• Genesys certification (preferred)
• Proven experience in Genesys implementation and customization, with a focus on contact center solutions.
• Proficiency in understanding and discussing technical concepts related to Genesys, development and integrations.
• An understanding of business processes and the ability to align Genesys solutions with organizational goals and objectives.
• Strong problem-solving skills to address technical and project-related challenges.
• Excellent communication and interpersonal skills, as the role involves interactions with both technical and non-technical stakeholders.
• Strong problem-solving skills to address technical and project-related challenges.
• Experience leading and motivating cross-functional teams to achieve project goals.
• Experience working with Genesys consultants or vendors when necessary.
• Team Oriented
• Be able to handle a fast-paced environment

Clearance:

Applicants selected may be subject to a government background investigation and may be required to meet the following conditions of employment.

Security Requirements/Background Investigation Requirements:

• Must be a U.S Citizen or Legal Permanent Resident.
• Favorable credit check for all cleared positions 
• Successfully passing a background investigation including drug screening.
• Residency requirement - 3 consecutive years in the last 5 years.

Physical Requirements/Working Conditions:

• Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees.
• Climbing/Stooping/Kneeling: 10% of the time.
• Lifting/Pulling/Pushing: 10%
• Fingering/Grasping/Feeling: Must be able to write, type, and use a telephone system 100% of the time.
• Sitting: Sitting for prolonged and extended periods of time.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Management may revise duties as necessary without updating this job description.