Customer Communications Technology Sr. Genesys Engineer

Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced Customer Communications Technology Sr.

Genesys Engineer you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel.

If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery.

Work you'll do / Responsibilities

• Lead the onshore efforts for the Genesys solution ecosystem, assist in client management, technical grooming, defect resolution, RCA
• Understanding of Genesys Engage architecture, interrelation of layers and applications to be able to asses points of failure in order to identify solutions to reported issues.
• Troubleshooting through logs for inbound, outbound voice (SIP / URS / ORS / IXN / Stat / MCP etc) , E-Services email chat, GMS, outbound campaigns for both Linux and Windows environment.
• Resolve technical issues, related to the Genesys platform, minimizing downtime, and ensuring service continuity.
• Installing Genesys Engage applications both Linux and Windows
• Configure and manage Genesys Engage components, including call flows, queues, and reporting dashboards to optimize performance.
• Provide ongoing support to contact center staff, addressing technical issues and ensuring effective use of Genesys tools.
• Conduct training sessions and workshops to educate staff on new features and best practices.
• Work closely with cross-functional teams, including IT, operations, and customer service, to ensure integration and alignment of systems and processes.
• Communicate effectively with stakeholders to gather requirements and provide updates on system performance and enhancements.

The Team

Our Digital Foundry & Operations works with the Customer & Marketing group to bring a flexible capability and fluid capacity model to the delivery of small technology projects and enhancements.

Qualifications

Required

• 4 + years of consulting / industry experience
• 4 + years of experience in Genesys Engage / Genesys Cloud CX / Contact center domain.
• Experience working with agile methodology utilizing Jira
• Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline;

or equivalent experience

• Limited immigration sponsorship may be available.
• Ability to travel 10%, on average, based on the work you do and the clients and industries / sectors you serve
• Live near or willing to relocate to Houston, TX. Relocation assistance is available.

Preferred

• Genesys Engage / Genesys Cloud CX certifications.
• Strong communication, influence, and cross-functional collaboration skills.
• Strong problem-solving and critical thinking abilities
• Experience working in a consulting environment.
• Analytical / decision making responsibilities
• Analytical ability to manage multiple projects and prioritize tasks into manageable work products
• Can operate independently or with minimum supervision
• Excellent communication skills
• Ability to deliver technical demonstrations

Information for applicants with a need for accommodation : https : / / www2.deloitte.com / us / en / pages / careers / articles / join-deloitte-assistance-for-disabled-applicants.html

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