TITLE: Genesys Engineer
LOCATION: Remote
TRAVEL: Potential for occasional travel
About Us
The Providencia Group is led by a purpose: to address global challenges and make an impact that matters through delivering transformative solutions. This purpose defines who we are and extends to relationships with our clients, our people, and our communities. We combine purpose, innovation, and experience to deliver impactful results.
About The Team
We are problem solvers working with leading agencies and organizations to help them address many of today’s most complex challenges. Our world-class team of technologists, program managers, and subject matter experts is uniquely qualified to address ever-evolving, large-scale challenges. In an imperfect world, The Providencia Group puts capability and purpose into action.
What you’ll be part of – TPG Culture
At TPG, we expect incredible tangible results. TPG professionals play a unique role in delivering these results. We reach across disciplines and borders to serve our global organization. We provide a roadmap for focusing on people, our work, and continuous improvement. We see people as people, take care of each other, commit to the mission, move quickly and bravely, get better every day, and seek truth. We are the backbone of TPG.
About the Role
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.
What You’ll Do
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.
Responsibilities include, but are not limited to:
Design, configure, and implement Genesys-based contact center solutions, taking into consideration the organization's 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
Bachelor’s degree in Information Systems, or related field or equivalent work experience.
5+ Years of experience as a Genesys engineer.
Genesys certification (preferred).
Bilingual in English and Spanish (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.
Ability to handle a fast-paced environment
Detail-oriented team player, with strong interpersonal and organizational skills, including ability to manage multiple, diverse projects concurrently.
Excellent communication skills, both written and verbal.
Ability to handle sensitive and confidential information with discretion.
Excellent analytical and problem-solving skills
Must possess strong computer skills in MS Office, including Excel, Word, PowerPoint, Outlook, and Teams.
Ability to type 45 wpm.
Work Environment
This is a remote opportunity where occasional travel could be required. Since this is a remote role, must have a dedicated workspace conducive to full videoconferencing (camera and audio) for facilitating webinars and online discussions.
Work Schedule
This is a full-time position, but hours could vary depending on needs. May include travel, evenings, and weekends to meet different time zones and projects.
Condition of Employment:
Complete a rigorous culture and competency testing process.
Complete a Drug Test.
Must be at least 21 years of age.
A valid US Driver’s license.
Have the ability to obtain a Public Trust Clearance.
Security Clearance Requirements:
Applicants selected will be subject to a government background investigation and may need to meet eligibility requirements for access to classified information.
Must be a U.S Citizen or Permanent Resident.
Residency requirement - 3 consecutive years in the last 5 years.
Physical Demands
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% of the time.
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.
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