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Genesys Platform Solutions Architect
1 month ago
Flight Centre Travel Group is a global travel retailer with a vision to open up the world for those who want to see.
About the RoleWe are seeking an experienced Genesys Cloud Platform Engineer to join our Product and Technology team. The successful candidate will be responsible for improving our customer journeys and agent experiences while delivering significant business value through our omni-channel contact centre as a service.
As a Genesys Platform Engineer, you will play a critical role in ensuring seamless integration, efficient channel routing and engagement, and optimal customer and user experience.
Job DescriptionThe day-to-day responsibilities of this role include:
- 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.
To be successful in this role, you will need:
- 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.
We offer a competitive salary range of $120,000 - $180,000 per annum, depending on experience, plus a range of benefits including:
- A generous employee share scheme through Equate Plus.
- Access to in-house financial and health services, and internal 24/7 gym.
- Ongoing training and professional development through the Flight Centre Landing.
- Prefence for internal progression through Brightness of Future.
- Global career opportunities in a network of brands and businesses at your fingertips.
- Proud Corporate Social Responsibility platform through the Flight Centre Foundation, and Brighter Futures programs.
This role is based in [location], with standard office hours however will require outside of hours due to Global nature of the role.
