About the role
Responsibilities:
- Build and maintain IVR flows, call routing, queues, and diallers.
- Integrate Genesys with Salesforce or other CRM platforms.
- Work on APIs, REST, webhooks, and third-party integrations.
- Troubleshoot issues related to calls, telephony, routing, and system integrations.
- Support inbound and outbound calling operations.
- Manage platform updates, testing, deployments, and production issues.
- Coordinate with business teams and vendors to improve contact centre performance.
- Maintain system documentation, security, and compliance.
Requirements:
- 5+ years of experience in contact centre technology or related roles.
- Hands-on experience with Genesys.
- Strong knowledge of IVR, call routing, queues, and diallers.
- Experience with Salesforce/CRM integrations.
- Knowledge of APIs, REST, JSON, and webhooks.
- Understanding of SIP/VoIP and telephony.
- Experience in production support and troubleshooting.
- Good communication and stakeholder management skills.