Genesys Cloud Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Description

INTRODUCTION:

The Genesys Cloud Engineer is responsible for designing, implementing, configuring, and supporting the company's cloud-based telephony systems, with a primary focus on the Genesys Cloud platform. This role involves collaborating with business unit leaders on projects of varying size to assess their needs and implement tailored solutions within the Genesys Cloud environment. The engineer will manage software configurations, develop and support complex call flows, and integrate the platform with other systems as required. Programming skills are essential for developing custom call flows and automating processes within the platform.

WHAT YOU’LL DO:

• Design, implement, support, configure, and program the company’s SaaS based Telephony system, Genesys Cloud CX, to meet business requirements
• Works with business unit leaders to discern their needs and implements solutions for optimum operating environment
• Develop and support Genesys Cloud Architect Flows
• Develop and support Genesys Cloud Scripts
• Manages user accounts as required by applications
• Develops and maintains a separate testing environment for system including providing technical leadership and conduct regular performance and system testing
• Works with 3rd party consultants, contractors, and service providers for supported applications – including problem resolution and escalating as necessary
• Provides information to Operations group regarding licensing, hardware, and software needs for future planning and budgeting
• Provides technical support to users with very different levels of IT knowledge and competence
• Works closely with other teams for problem resolution and project coordination
• Is available during regular hours of operation for response to system issues/failures
• Is available during non-business hours of operation for system issues/failures during on call rotations
• Perform other duties as assigned by manager or management
• Regular and reliable attendance required
  
  

WHAT YOU’LL NEED:

• 5+ years experience supporting business needs through SaaS applications and telephony solutions
• Experience with Genesys Cloud or similar cloud contact center platforms is highly desirable.
• Working knowledge of the Genesys Cloud CX platform.
• Expertise in designing and developing interaction flows in Genesys Architect, including IVRs and bots.
• Experience in Genesys API integration with 3rd party solutions like Jira and Salesforce.
• Bachelor's degree in Computer Science or a related field,
• This role requires a flexible schedule to accommodate US business hours.
  
  

AND IT’S GREAT TO HAVE:

• Ability to troubleshoot and solve problems independently in a remote work setting.
• Strong verbal and written communication skills for remote collaboration with cross-functional teams and stakeholders.
• Self-motivated, with the ability to organize and prioritize tasks autonomously.
• Experience with version control systems, preferably Git.
• Knowledge of VoIP and related technologies.
• Experience with application development (JavaScript, C#, or VB.net).
• Ability to clearly explain technical concepts to non-technical personnel and end users.
• Proven problem-solving skills and attention to detail.
  
  

WHAT’S IN IT FOR YOU:

• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
• Time Off – competitive PTO plans with 15 Earned accrued leave, 12 days Sick leave, and 12 days Casual leave per year
• 11 Holidays plus 4 Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
• Group Mediclaim insurance coverage of INR 500,000 for employee + spouse, 2 kids, and parents or parent-in-laws, and including EAP counseling
• Life Insurance and Personal Accident Insurance
• Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
• Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
• Support for working women with financial aid towards crèche facility, ensuring a safe and nurturing environment for their little ones while they focus on their careers.
  
  

We’re committed to diversity and passion, and encourage you to apply, even if you don’t demonstrate all the listed skillsets!

ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:

ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com

ABOUT ABC:

ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 41 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym.

Founded in 1981, ABC helps over 31,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).



If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!