Senior Network Engineer
hace 4 días
**Senior Network Engineer (Voice Product Team) - Genesys Contact Center Analyst - Europe (Full remote) - International client**
**Job Requirements**
**Profile**: Architect.
**Main skills required**: AI, Genesys, Genesys Cloud, JSON.
**Studies**: Certified.
**Languages**: English.
**Minimun experience**: 5 to 7 years
**Location**:Remote (Based in Europe)
**Description**:
We’re looking for a Genesys Contact Center Analyst and Engineer to support and enhance our Genesys Cloud platform. The Analyst will focus on performance optimization through data analysis, KPI monitoring, and collaboration with internal teams and suppliers. They will recommend improvements to routing, IVR, and system settings, and provide insights via reporting, documentation, and performance reviews. The Engineer will design, implement, and maintain the platform infrastructure, ensuring it aligns with business needs and evolving goals. They will work with global stakeholders and platform providers to establish standards and support delivery of scalable and resilient solutions. Both roles require collaboration with IT, managing supplier performance, and supporting operational functions like change, incident, and lifecycle management.
**Skills, knowledge & experience**:
- 5-7 years of experience working with Genesys Cloud platforms.
- 3-5 years of hands-on experience with Genesys Cloud tools (Architect, Agent Scripter,
CLI).
- Strong expertise in AI integration for contact center solutions.
- Proficient in JSON, RegEx, and API implementations.
Engagement Management (WEM).
- Experience in contact center analytics, performance optimization, and KPI monitoring
- Skilled in IVR design, routing strategies, and system configuration.
- Ability to design, implement, and maintain scalable Genesys Cloud solutions.
- Genesys Certified Professional (GCP) certification preferred.
- Bachelor’s degree in IT, Computer Science, Business, or related field (or equivalent
experience).
- Strong stakeholder collaboration and cross-functional teamwork skills.
- Experience in supplier management, incident resolution, and change management.
- Fluent in English (written and verbal).
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