Genesys Admin
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Job Location:
El Paso, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
9 days ago
Vacancies:
1 Vacancy
Job Summary
Title: Genesys Engineer
Location: El Paso Texas
Security Clearance: Public Trust Clearance
Schedule: Due to the nature of law enforcement work and operation position may require occasional support outside of core working hours as well as intermittent weekend support mission dependent
About KACE:
When you make the decision to join KACE you are choosing to work alongside talented professionals that have one thing in common; the passion to make a difference! KACE employees bring their diverse talents and experiences to work on critical projects that help shape the nations safety security and quality of life. The desire to have a career that is purposeful and forward thinking is woven into every KACE employeeits The KACE Way. KACE employees are; purpose driven forward focused open-minded trustworthy and invested. The KACE Way is our commitment to our employees to our customers and to our communities. Join KACE and make a difference!
Job Summary:
We are seeking a technical highly organized and detail-oriented Genesys Engineer to join our team. As a Genesys Engineer you will play a critical role in developing and maintaining Genesys solutions to support the operations of our contact center. This position involves the design customization integration and ongoing management of Genesys Cloud CX for a contact center and related technologies to ensure efficient and effective customer service operations. You will be responsible for designing implementing and maintaining Genesys solutions that enhance and optimize contact center operations. This role requires a deep understanding of Genesys solutions in relation to a contact center technology as well as proficiency in customizing and integrating Genesys to meet the specific needs of a contact center environment.
Essential Functions and Responsibilities:
- Design configure and implement Genesys-based contact center solutions taking into consideration the organizations specific requirements such as call routing IVR systems chat email and more.
- Integrate Genesys solutions with other systems and applications such as Salesforce workforce management tools and third-party platforms to ensure a seamless customer experience.
- Configure Genesys components including routing strategies voice applications and agent desktop interfaces to meet business objectives and performance targets.
- Monitor and maintain the Genesys environment proactively identifying and resolving issues optimizing performance and ensuring high availability.
- Create and maintain technical documentation including system diagrams configuration guides and standard operating procedures.
- Work closely with business stakeholders and contact center teams to understand their requirements and design customized Genesys solutions that address their needs.
- Configure and customize Genesys to optimize its use in the contact center including setting up workflows automation rules case management knowledge base and email templates.
- Develop and maintain Genesys reports and dashboards to provide insights into contact center performance customer interactions and service KPIs.
- Provide training and support to contact center agents and staff to ensure they are proficient in using Genesys tools and features.
- Create and maintain comprehensive documentation related to Genesys configurations customizations and integrations.
- Ensure that Genesys configurations and practices align with security and compliance standards such as GDPR HIPAA or industry-specific regulations.
- Ensure ongoing support and maintenance of Genesys solutions addressing any post-implementation issues or enhancements.
Minimum Qualifications & Skills:
- B.S in Information Systems or related field or equivalent work experience
- 5 Years of Genesys engineer experience
- Genesys certification (preferred)
- Proven experience in Genesys implementation and customization with a focus on contact center solutions.
- Proficiency in understanding and discussing technical concepts related to Genesys development and integrations.
- An understanding of business processes and the ability to align Genesys solutions with organizational goals and objectives.
- Strong problem-solving skills to address technical and project-related challenges.
- Excellent communication and interpersonal skills as the role involves interactions with both technical and non-technical stakeholders.
- Strong problem-solving skills to address technical and project-related challenges.
- Experience leading and motivating cross-functional teams to achieve project goals.
- Experience working with Genesys consultants or vendors when necessary.
- Team Oriented
- Be able to handle a fast-paced environment
Clearance:
Applicants selected may be subject to a government background investigation and may be required to meet the following conditions of employment.
Security Requirements/Background Investigation Requirements:
- Must be a U.S Citizen or Legal Permanent Resident.
- Favorable credit check for all cleared positions
- Successfully passing a background investigation including drug screening.
- Residency requirement - 3 consecutive years in the last 5 years.
Physical Requirements/Working Conditions:
- Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees.
- Climbing/Stooping/Kneeling: 10% of the time.
- Lifting/Pulling/Pushing: 10%
- Fingering/Grasping/Feeling: Must be able to write type and use a telephone system 100% of the time.
- Sitting: Sitting for prolonged and extended periods of time.
This job description reflects managements assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Management may revise duties as necessary without updating this job description.
