Genesys Engineer

We are looking for a dynamic and proactive Genesys Engineer who can think creatively to solve complex problems and meet user requirements. You must be agile and adaptive, capable of delivering results while managing the details of implementation. You must have demonstrable expertise in Genesys Cloud with a wide range of knowledge, and be ready to research and learn new techniques, languages, and frameworks. Working with a DevSecOps mindset, you will be developing, delivering, and operating Genesys Cloud using a secure and stable approach.

The Genesys Engineer will produce functional designs from gathered business requirements through to live release. You will be responsible for managing the details of implementation, identifying and enforcing best practices and ensuring alignment with our standards, as well as making informed, real-time technical decisions.

Main Duties

• Produce functional design documentation based on gathered business requirements.
• Lead the deployment of Genesys Cloud solutions, including setup, configuration and customisation to meet business functional requirements.
• Provide technical support during and after implementation, troubleshooting issues and ensuring optimal performance.
• Assist support teams with incident ownership through to resolution. This includes being part of an out of hours on-call support rota.
• Conduct training sessions for end-users and create comprehensive documentation for system configurations and processes.
• Provide technical guidance and support to other team members. 
• Actively encourage, drive technical demos, and provide knowledge transfer during the delivery stride.
• Actively participate in engineering maturity and promote best practice that enables high performing teams.
• Contribute to peer review process and produce documentation as necessary.
• Competent in DevSecOps approach and practices.
• Actively contribute to Agile ceremonies such as Refinement, Sprint Planning, Sprint Review, and Retrospective, ensuring alignment with our standards.
• Communicate effectively to a variety of audiences including both technical and non-technical stakeholders.
• Contribute to improvements of our technical excellence and ways of working within Squad, Chapter, and Guild forums.

Experience Required

• Proven track record with Genesys Cloud architect flow design and build across Voice, Email and Messaging channels.
• Proficiency in developing APIs for seamless integration of third-party tools and services.
• REST API / Web services experience.
• Knowledge of IP Telephony: Genesys Cloud Edge Devices and SIP Trunking.
• Ability to diagnose and resolve complex technical issues including analysing SIP traces.
• Basic understanding of the fundamentals of Terraform and Genesys CX as Code.
• Experience with omnichannel contact centre solutions.
• Knowledge of AI and automation capabilities within Genesys Cloud.
• Experience integrating Genesys with various 3^rd party systems.
• Understanding of cloud infrastructure and security best practices.
• Ability to assess functional requirements and challenge them if necessary, employing active listening and engaging in evidence-based dialogue to support your point of view.
• Strong communication and influence skills with the confidence to communicate ideas effectively to peers, seniors, and management.
• Engage in a creative and collaborative team environment actively sharing knowledge and ideas.
• Understanding of Agile Scrum methodology and practices.
• Prioritisation and time management skills to hit deadlines.
• A focus on continuous improvement and a desire to push your ideas forward.
• Ability to produce quality documentation as necessary.

Required Certifications

• Genesys Cloud Professional Certification (GCP).
• At least one Genesys Cloud Specialist Certification (GCS) in any of the following areas: Architect, Quality Management, Workforce Engagement, AI and Bots.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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