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Job Title: Genesys Engineer – Contact Center

Location: TCS – Dallas, TX | San Antonio, TX

Experience: 8-10 years

Role Overview:

Seeking an experienced Genesys Engineer to manage, optimize, and provide technical support for the Genesys contact center platform. The role involves day-to-day operations, troubleshooting, collaboration with IT teams for upgrades, and designing workflows/IVR solutions to enhance customer experience.

Key Responsibilities:

• Oversee the daily operations of the Genesys contact center system.
• Monitor call metrics to ensure optimal performance and meet service levels.
• Provide technical support and resolve issues related to Genesys applications.
• Collaborate with IT and other departments to implement system upgrades and enhancements.
• Train and support contact center staff on Genesys functionalities and best practices.
• Develop and maintain documentation of system configurations and processes.
• Assist in designing and implementing workflows and IVR solutions to improve customer experience.
• Prepare performance reports and present findings to management.

Essential Skills:

• Expertise in Genesys contact center platform (Genesys Engage).
• Experience with IT IS_CNS_Contact Center_Cisco.
• Strong troubleshooting and technical problem-solving skills.
• Ability to optimize system performance and create custom solutions.
• Experience in developing documentation and providing staff training.

Desirable Skills:

• Experience with IVR design and implementation.
• Familiarity with call center operations and reporting best practices.