Senior Genesys Engineer

An exciting opportunity has emerged for a skilled Genesys Engineer to join Admiral's Customer Engagement Tribe, responsible for evolving the organization's customer contact centre capabilities and shaping future customer engagement strategies.

The successful candidate will need to have a strong track record in the design, implementation and support of contact centres and will play a pivotal role in improving our customer and agent experiences delivering significant business value through our new omni channel contact centre.

Key Responsibilities

• Translate business requirements and operational processes into optimal customer journeys and agent experiences.
• Provide expert guidance on best practices from previous implementations, focusing on:
  • Voice and Digital Channels
  • ACD Routing Strategies
  • Voice Response (VR)
  • Quality Management (QM)
  • Reporting
• Contribute to Genesys solution implementation and management ensuring best practice and repeatability.
• Review and optimize customer and agent experiences.
• Diagnose and resolve technical issues in the Genesys Cloud solution providing root caused analysis where necessary.
• Monitor and maintain Genesys Cloud environment performance.
• Design and participate in disaster recovery and business continuity planning.
• Conduct and communicate regular review of Genesys Cloud features, functionality, and best practices.
• Thought Leadership and Innovation: Sharing implementation insights, providing creative solutions to business challenges. Demonstrate understanding of the broader industry trends like focus on customer experience, digital transformation and shift towards automation and AI.
• Provide on-call support for incident escalations involving the Genesys Cloud environment.

Key Interactions

• Support Delivery Lead in managing new Contact Centre as a Service (CCaaS) delivery.
• Cross team collaboration for example with networking and security teams to ensure integrated, secure solutions.
• Provide guidance and training to colleagues on Genesys Cloud solutions.
• Work with product leads and business teams to refine requirements.
• Liaise with solutions architect to ensure deliverables are aligned with the strategic roadmap.

Knowledge and Experience

• Proven contact centre design, implementation, and support experience.
• Experience in the configuration and administration of the Genesys Cloud platform including:
  • Architect Design -  Creation of scalable resilient and secure flows
• Strong understanding of:
  • Telephony and networking concepts
  • SIP, RTP, WebRTC, TCP/IP
  • Operating systems (Windows, Linux, Containers) and Database technologies (MySQL, Oracle)
• API Design and administration experience.
• Programming language knowledge and JSON proficiency.
• Working knowledge of CI/CD Pipelines - Terraform, Archy. (Preferred)
• Google Dialogflow experience is desirable,
• Strong understanding of contact centre operations, customer service and business process management is an advantage.

Soft Skills

• Exceptional problem-solving capabilities.
• Strong communication skills: be able to effectively communicate with colleagues and other team members to understand their needs and provide appropriate solutions.
• Ability to explain configuration pattern pros and cons.
• Strategic thinking and best practice advocacy.
• Agile methodology understanding.

Professional Certifications and Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, or related field (preferred)
• Genesys Cloud Certified Professional and Genesys Cloud Developer certifications.

Interview Process

There will be 2 stages to this interview process over Microsoft Teams.

Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

Admiral, Where You Can Be You

At Admiral you’re accepted, supported and empowered to be you. Because you’re brilliant.

We’re proud of our people-centric culture which has led us to being 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 committed to ensuring that at Admiral, progression is not slowed or haltered by barriers related to protected characteristics.

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