Job Description
Client is seeking a hands on Genesys Cloud Engineer with strong integration experience to support a large scale enterprise transformation moving the organization from Cisco CCX to Genesys Cloud, while integrating Genesys with Epic, Salesforce (CRM), ServiceNow, and other supporting systems.
Day to Day Responsibilities
Genesys Cloud Delivery
• Configure and support Genesys Cloud (not Engage)
• Build and modify IVR flows and call routing logic
• Support lift and shift migrations from Cisco
• Stand up new call center groups and pods within an existing Genesys environment
• Troubleshoot call flows, routing issues, and configuration problems
• Support evening cutovers and production stabilization as required
Integration & Automation Support
• Support Epic + Genesys integration
• Assist with automated outbound dialing
• Bridge Genesys with Salesforce / CRM, particularly for Patient Financial Services use cases
• Help reduce fragmented...