Deskripsi Pekerjaan
Are you a seasoned expert in Contact Center as a Service (CCaaS) solutions? TTEC Digital is seeking a visionary Genesys Cloud Lead Engineer to join our dynamic, remote-first team. At TTEC, we don't just implement technology; we architect human experiences. We are looking for a technical leader who can bridge the gap between complex cloud infrastructure and intuitive customer engagement strategies.
In this role, you will be the technical cornerstone for our Genesys Cloud deployments, driving innovation, ensuring system stability, and mentoring a team of talented engineers. If you are passionate about digital transformation and thrive in a high-growth environment where employee development is at the heart of our culture, we want to hear from you.
Tanggung Jawab
- Lead the end-to-end design, implementation, and optimization of Genesys Cloud CX solutions for global clients.
- Architect robust integrations between Genesys Cloud and third-party CRM or ERP platforms.
- Provide Tier 3 technical support and serve as the primary escalation point for complex system troubleshooting.
- Mentor junior and mid-level engineers, fostering a culture of technical excellence and continuous improvement.
- Perform system audits, capacity planning, and performance tuning to ensure 99.99% availability.
- Collaborate with cross-functional stakeholders to translate complex business requirements into scalable technical solutions.
- Develop and maintain technical documentation, including architectural diagrams and deployment playbooks.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related technical field.
- Minimum 5+ years of experience in contact center engineering, with at least 3 years dedicated to Genesys Cloud (GC) environments.
- In-depth knowledge of Genesys Cloud API, Webhooks, and data integration patterns.
- Strong background in cloud infrastructure (AWS/Azure) and telecommunications protocols (SIP, VoIP).
- Experience with programming/scripting languages such as Python, JavaScript, or C# for automation tasks.
- Professional certification in Genesys Cloud (GCP/GCSE) is highly preferred.
- Excellent analytical, problem-solving, and communication skills to effectively manage client expectations in a remote setting.