Genesys L3 Consultant

Troubleshoot issues and provide break-fix support for Genesys Cloud CX platform
- Configure service requests, develop new flows, and integrate data from systems like ServiceNow and Salesforce
- Collaborate with Product Owners and Business Analysts to develop technical solutions
- Develop, test, debug, and maintain call flows and deployed interfaces
- Implement API and web service integrations using Rest, Soap, JSON
- Maintain run books, Knowledge Bank, and project documentation
- Analyze and report on Genesys Cloud contact center platform analytics
- Provide day-to-day production support and understand IVR call flows
- Automate manual efforts in the contact center domain
- Obtain and maintain relevant Genesys Cloud certifications

**Additional Preferred Skills**:

- Understanding of Cisco UCCX Call Flows
- Experience with migration from On-Prem to Cloud Contact Center
- Hands-on experience with Conversational IVR and Chatbot technologies
- Understanding of Generative AI concepts

**Qualifications**:

- Minimum of 8 years of experience in Genesys Contact Centre
- Experience with Genesys Cloud CX platform and Cisco UCCX
- Knowledge of SBCs such as Cisco Cube and Oracle
- Strong engineering and software development skills
- Excellent communication and collaboration abilities

**Job Type**: Contract

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance

Schedule:

- 8 hour shift

**Experience**:

- Genesys Contact Centre: 8 years (preferred)

Ability to Commute:

- Cambridge, MA 02138 (required)

Work Location: In person