Genesys Cloud Platform Solutions Architect

1 week ago

Brisbane, Queensland, Australia Flight Centre Travel Group Full time
About the Role

We are seeking a highly skilled Genesys Cloud Platform Engineer to join our team at Flight Centre Travel Group. As a key member of our technology team, you will play a critical role in designing, implementing, and maintaining robust Genesys solutions to support our omni-channel contact centre operations.

Key Responsibilities
  • Design and Implement Solutions: Architect and develop innovative Genesys solutions to support our contact centre operations, ensuring seamless integration with our ecosystem.
  • Ensure Seamless Integration: Collaborate with cross-functional teams to integrate Genesys Cloud with our 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.
What We Offer
  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment
  • Recognition and rewards for outstanding performance
  • Access to cutting-edge technology and tools
About Us

Flight Centre Travel Group is a global travel retailer with a passion for delivering exceptional customer experiences. We offer a range of career opportunities across our network of brands and businesses, and are committed to creating an inclusive and diverse workplace that supports your unique identity.

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