Genesys Cloud CX Support Engineer

About the role

Intrum is looking for a Genesys Cloud CX Support Engineer to join its team in a flexible location within Europe. The role takes responsibility for the stability of the platform and for applying company standards, while supporting the wider team in incident management and working with other IT departments.

Key responsibilities

• Maintain the stability of the platform and enforce company standards
• Develop existing features according to best practice and implement new functionalities across 15+ European countries
• Support the whole team in the incident management process
• Work with other IT departments and help improve processes and routines
• Propose new solutions and corrections to the current setup

Required profile

• 2+ years of hands-on experience administering, configuring and supporting Genesys Cloud CX
• Ability to translate business requirements into technical solutions and platform configurations
• Ability to work independently in a fast-paced environment and manage several priorities at once
• Experience in Agile/Scrum teams

Required skills

• Contact center technologies: ACD, IVR and call flows, routing strategies, queues and skills, agent management and provisioning
• Troubleshooting production issues and root-cause analysis in a customer-facing environment
• SIP telephony, VoIP and call routing principles
• Familiarity with APIs, Web Services, Data Actions and basic integration troubleshooting
• AI-powered IVR, chatbots, voicebots and speech-enabled solutions
• Basic scripting (JavaScript, Python, PowerShell)
• Cloud platforms such as AWS or Azure