Senior Genesys Engineer

TL;DR

Senior Genesys Engineer (Genesys Engage): Design, implement, and maintain Genesys Engage solutions including GVP, routing, reporting, IWD, administrator, and WFM with an accent on performance optimization, troubleshooting, and integration into complex environments. Focus on developing routing strategies, monitoring system performance, managing workforce scheduling, and providing 24/7 support through on-call rotation.

Location: Manila or Houston

Company

hirify.global pioneers engagement and growth solutions for customer experience (CX) as the Genesys Partner Practice of the year 14 times with over 400 certifications.

What you will do

• 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 with Genesys Realtime and Historical Reporting.
• Manage Genesys Intelligent Workload Distribution (IWD) and Workforce Management (WFM) for staffing and scheduling.
• Troubleshoot complex issues, collaborate with cross-functional teams, and participate in 24/7 on-call rotation.

Requirements

• Minimum 4 years of experience with Genesys Engage Platform.
• Proficiency in GVP, Genesys Routing, Realtime Reporting, 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 related field (preferred).
• Genesys certification (preferred).

Culture & Benefits

• Great Place to Work 2024-2025 certification across 14 countries.
• Equal opportunity employer committed to diverse and inclusive workforce.
• Focus on employee thriving and exceptional customer experience.