System Engineer

Job Purpose :

Our client is seeking L2 Genesys Systems Engineer responsible for thoroughly understanding the Genesys Engage & Cloud Contact Center solutions. This role is responsible for setup, designing, documenting, call flow / IVR development, testing, supporting, and troubleshooting the Genesys products. The person in this role will provide knowledge and mentor L1 engineers on the technical details associated with the contact center systems.

Job Responsibilities :

• Maintain current contact center platforms and recommend new technologies / advancements that will enhance the platform.
• Document existing infrastructure associated with the contact center solutions as well ongoing changes to the environment
• Able to produce high availability designs to ensure seamless processing during application failure or environment disruptions
• Design, configure, test, and to address new business requests and support ongoing needs for the contact center.
• Lead voice requirements gathering, developing use case documentation and partnering with business partners to deliver solutions
• Provide production support of issues raised as a result of client feedback
• Able to analyse call data and call flows for existing application
• Write well designed, testable, efficient code and ensure designs are in compliance with specifications
• Will prepare and produce releases of software components to meet business requirements / needs
• Will support continuous improvements by investigating alternative technology and presenting these for architectural review
• Supports users and assists in troubleshooting by developing documentation and self-help tools
• Manage and work with various infrastructure teams, vendors, and peers
• Coordinate with internal technical teams and vendors where appropriate to gain assistance and resolve problems with the platform

Qualifications :