Job Title: Genesys Cloud Telephony Engineer

Contract Duration: 6 Months Possible Extension

Languages: English, German

Location: Breda, Netherlands (Hybrid)

Job Description:

Purpose of the function

As a Contact Center specialist you will be working in a team to fulfill the below core tasks.

Create setups for our markets on Genesys Cloud by using internal add-ons.

Deep understanding of its various components, reporting and data handling

Knowledge of APIs

Deep understanding in callflows (including advances flows)

Understanding and configuring of Workforce Management, Quality Manager and Campains

Connecting CCT and CRM Systems for routing and data exchange (CTI, data lookups and posts, transfers) and knowledge on CRM APIs for interconnections

Implement connections to telephony systems (via SIP Trunk), e-Mail, Chat and social messaging (e.g. WhatsAPP, Line)

Interact with central departments, the vendor and steer the support provider

Escalation management

Working on improvements

Alignment with the product owner

Knowledge and experience

Education level: Higher vocational education (HBO)

Experience:

3 years Genesys Cloud experience

2 year in a large IT environment >500 systems

2 years’ experience connecting and using CRM systems (e.g. Salesforce, MS Dynamics, Service Now).

Mandatory Genesys Cloud knowledge:

• Scripting, Quality and Outbound
• Scaling / sizing and design of Genesys Cloud environments
• Good understanding of data protection and cloud security topics