Title- Genesys IVR/ACD/Routing Engineer

Location- Alpharetta, GA / NYC, NY

Job Type- Full time

Job Description:

• Design, implement, and help maintain Genesys Cloud CX solution, focusing on integration and deployment in a cloud environment.
• Configure and manage IVR (Interactive Voice Response) and ACD (Automatic Call Distribution) Required.
• Experience working with, building and reviewing interactive flows using Genesys "Designer" Required.
• Experience with legacy Genesys (Engage) and migrating call and routing flows from Engage to Cloud CX is a desired plus!
• Experience with Genesys WFM/WFO to optimize contact center operations - is a plus.
• Accustomed to collaborating with cross-functional teams, including IT, Operations Call Centers, management, and external vendors to ensure seamless functionality and scalability of the Genesys contact center system.
• Experience with Conversational & Generative AI is not required but considered a plus.
• Must have excellent communication and documentation, skills.
• Adept at using visual diagram tools (i.e. Visio, LucidChart, etc.)
• Experience working with financial / banking / investment firms is a plus.

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