The Genesys Engage Engineer will be supporting an enterprise customers Engage environment prior to them migrating to Genesys Cloud. They will be responsible for troubleshooting through logs for inbound, outbound voice (SIP, URS, ORS, IXN, Stat, MCP, etc.), E-Services email chat, Client, outbound campaigns for both Linux and Windows, resolving technical issues related to the Genesys platform, installing Genesys Engage applications on Linux and Windows, configure and manage Genesys Engage components, including call flows, queues and reporting dashboards to optimize performance, etc.
Required Skills:
- At least 8 years of experience working with Genesys Engage.
- 3 - 4 years of consulting experience, i.e. working for a large consulting company interfacing with customers.
- Experience providing troubleshooting and configuration support of Genesys Engage in a production environment.
- Experience installing Genesys Engage applications in both Linux and Windows.
- Experience configuring and managing Genesys Engage components, specifically call flows, queues and reporting dashboards to optimize performance.
- Experience using Jira for ticket resolution, or a similar tool.
- Experience developing strategies in IRD, Composer and GIA.
Preferred or Nice to Have Skills:
- Genesys Cloud enablement and configuration experience.
- Experience utilizing Genesys Cloud platform API.
- Genesys Engage certifications.
