Workforce Management Specialist (Genesys)

Job Description:

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• Design, configure and implement solutions within the Genesys platform using low code development tools.
  
• Collaborate with business stakeholders to gather requirements and translate them into scalable technical solutions.
  
• Customise and optimise customer engagement workflows across voice and digital channels.
  
• Integrate Genesys solutions with internal and third-party systems using APIs and web services.
  
• Support testing phases including unit, system and user acceptance testing.
  
• Troubleshoot and resolve technical issues across the Genesys environment.
  
• Contribute to documentation including technical specifications and solution design artefacts.
  
• Work closely with cross-functional teams to ensure seamless deployment and ongoing optimisation.
  

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• Minimum 4+ years’ experience in a development role with at least 2 years working specifically with the Genesys platform.
  
• Strong experience in low code configuration and development within Genesys Cloud or similar environments.
  
• Experience integrating cloud-based platforms with enterprise systems.
  
• Strong stakeholder engagement skills with the ability to translate business requirements into technical solutions.
  
• Experience with Genesys or other IVR contact center software.
  
• Familiarity with sql and IVR toolkits.
  
• Understanding of contact centre analytics and reporting tools. xcfaprz
  

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• Third level degree in Computer Science, Software Engineering, Information Systems or a related discipline.
  

If you are interested in this role, please apply for this role with your updated CV.