Genesys Cloud Platform Engineer

16 hours ago


Brisbane, Queensland, Australia Flight Centre Travel Group Full time
Key Responsibilities

  • Design and Implement Solutions: Architect and develop innovative Genesys solutions to support omni-channel contact centre operations.
  • Ensure Seamless Integration: Collaborate with cross-functional teams to integrate Genesys Cloud with CRM platforms, telephony systems, and digital channels.
  • Optimize System Performance: Conduct regular system audits, proactively addressing performance issues to ensure high availability and reliability.
  • Enhance Customer and Agent Experiences: Implement best practices in routing, IVR, and self-service solutions to improve customer journeys and agent workflows.
  • Provide Expert Support: Troubleshoot complex platform issues, serving as the escalation point for critical incidents and delivering effective solutions.
  • Maintain Documentation and Compliance: Keep comprehensive records of system configurations and integrations, ensuring adherence to company policies and industry standards.
Requirements

  • Genesys Expertise: Over 5 years of hands-on experience with Genesys Cloud development and operations, with a strong understanding of IVR and routing strategies.
  • Technical Proficiency: Solid grasp of RESTful APIs, microservices architecture, and familiarity with telephony systems and protocols.
  • Problem-Solving Skills: Strong analytical abilities to diagnose and resolve complex issues, ensuring seamless platform performance.
  • Collaboration and Teamwork: Proven ability to work effectively within cross-functional teams, fostering a collaborative environment to achieve project goals.
  • Excellent Communication: Superior verbal and written communication skills, capable of conveying technical concepts to non-technical stakeholders.
  • Business Insight: Understanding of financial impacts and business drivers to make informed technical decisions that support business objectives.
  • Agile Methodologies: Experience in Agile environments, managing timelines and dependencies, and delivering quality software solutions.

At Flight Centre Travel Group, we're passionate about delivering exceptional customer experiences. As a Genesys Cloud Platform Engineer, you'll play a critical role in ensuring seamless integration, efficient channel routing, and optimal customer and user experience.



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