Contact Center Solution Engineer - Genesys

Who we are -

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, Gotogate & Flightnetwork and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2500 passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Poland.

Job Responsibilities

• Support and Troubleshoot issues within Genesys Cloud, also including SIP & Network.
• Teach agents and supervisors how to best utilize Genesys Cloud.
• Staying up to date with new functions in Genesys Cloud
• Assesses situations to make appropriate recommendations based on operational needs
• Adheres to support processes and best practices
• Prepares and/or reviews functional requirements documentation
• Adapts to prestigeless work within a small team environment
• Participate in operational meetings for technical guidance and solution proposals.
• Propose, design, develop, test, deploy Genesys Cloud flows based on business requirements.
• Design, develop, test and deploy full stack javascript web widgets used in Genesys Cloud.
• Develop ad hoc python scripts with Genesys Cloud SDK

Requirements

• Bachelor's degree or equivalent experience
• Proven experience as a software or solutions architect, with a strong portfolio of successfully delivered projects.
• Expertise in designing systems on cloud platforms such as AWS or Google Cloud.
• Strong knowledge of microservices architecture, APIs and RESTful services.
• Excellent communication and stakeholder management skills.
• Ability to think strategically and solve complex problems with a hands-on approach.
• 2+ years of Genesys Cloud Development Experience in Contact Center Solutions
• Be able to understand and analyze business needs with regard to call center implementation to develop, design, test and deploy call center solutions.
• Ability to troubleshoot and diagnose issues related to hardware, software, VoIP or network connectivity
• Some programming knowledge. Preferable Python, Go, JavaScript.
• Ability to think critically and logically articulate technical recommendations into business value - both verbally and through compelling presentations and proposals
• Ability to manage multiple priorities through detail orientation and strong organizational/planning skills
• Prestigeless teamplayer who values being organized.
• Strong analytic, organization and problem solving skills
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Desired / Preferred Qualification

• 5 or more years of IT experience supporting applications and/or telephony infrastructure
• Genesys GCP and GCS certification.
• Proven experience as a software or solutions architect, with a strong portfolio of successfully delivered projects.
• Expertise in designing systems on cloud platforms such as AWS or Google Cloud.
• Strong knowledge of microservices architecture, APIs and RESTful services.
• Excellent communication and stakeholder management skills.
• Ability to think strategically and solve complex problems with a hands-on approach

#LI-CK1 #LI-Hybrid

Qualification

Bachelor's Degree