Call Center Developer - Genesys

You will join our diversified team to design, implement, and optimize contact center applications in Genesys Engage and Genesys Cloud! Your responsibilities will include day-to-day support, proactive maintenance, and perform independent sophisticated system support and root cause analysis.

You will also collaborate with IT teams to identify technical deficits and improvement opportunities in current practices and procedures.

Your expertise will help improve customer experiences, streamline operations, and ensure detailed communication across channels.

What will you do?

• Collaborate with business partners for requirement gathering, design, develop, and implement Genesys Cloud contact center solution end-to-end
• Understand business use cases, translate into technical terms and provide recommendations
• Build / support API integrations, CRM integrations flows, documentation and processes using MS Visio
• Knowledge of SIP, WebRTC phones, and experience in BYOC Trunks
• Support Genesys Engage Avaya TSAPI / CTI routing, eServices (Email and Chat) using Interaction Routing Designer, GAX, WDE
• Support real-time reporting using Genesys Pulse, historical reporting in Gi2
• Upgrade / patch Workspace Desktop Edition click-once deployment packages
• User administration, configure extensions, assist users with logging in
• Monitor SCI alarms, ensure application availability, investigate application logs (T-Lib events, URS, IXN, UCS) and solve complex issues, provide recommendations and fixes
• Collaborate with other IT teams, proactively provide updates on the tasks and activities, track Genesys Cloud releases, build use case documentation and advise the business users
• Participate in internal team lunch & learn calls and demo the latest improvements, peer reviews and solution discussions

How will you get here?

Education

Experience

• 5+ years of experience and background supporting Genesys Engage components hosted on windows servers
• 3+ years of demonstrated experience in Genesys Cloud CX
• Experience with contact center technologies (, ACD, Reporting, call routing, workforce management)
• Proven ability using GAX, Genesys Administrator and Genesys Configuration manager to add / update Agent objects and routing objects
• Demonstrated knowledge of Genesys components and knowledge on Genesys T-Server for Avaya, eServices (Multimedia) routing components (UCS, IXN, ESJ), URS, Statserver and WDE
• Demonstrated ability in GCX Admin, building flows in Architect or yaml scripting
• Understanding of Genesys Cloud Routing methods, evaluation methods, Good understanding of CRM integrations such as Salesforce, SAP C4C / Hana
• Understanding of REST API, JSON scripting, bot integrations and automations
• Demonstrated experience of design, staging, configuration, implementation, and support of Voice and E-Services components of Genesys Engage
• Strong speaking and writing skills to collaborate with diversified business groups

Desired Skills :

• API development experience
• Understanding of Avaya AES and TSAPI
• Understanding of Generative Ai and Chatbots

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects.

We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain .

As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need.

StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.