Genesys云工程师
Genesys Cloud Engineer
WorkNomads正在寻找一名Genesys Cloud工程师加入我们的团队！
我们是谁：
我们正在打造一个全球人才不受地理限制、多样性被庆祝的社区。我们推崇跨越国界的自由生活和工作，塑造一个没有国界的国家。
· 远程工程服务，全球影响——跨学科项目团队中的专家工程、设计和业务人才。
· 多样性被庆祝——40多个国籍，4大洲，一个团队。
· 持续成长——我们投资于你：项目、共享居住、社区，让你突破自我认为可能的界限。
你在WorkNomads的使命是：
- 为Genesys Cloud CX在生产环境中的问题提供L2支持和故障排查。
- 从初步调查到解决、升级和后续跟进，全程负责事件处理。
- 管理和配置Genesys Cloud，包括用户、权限、队列、技能、路由和标准平台设置。
- 配置和排查入站和出站客服中心功能。
- 使用Genesys Architect设计、修改和排查IVR和呼叫流程。
- 通过日志、追踪、配置、平台数据和其他技术证据排查复杂问题。
- 与相关技术团队合作，排查与ACD、SIP、RTP、VoIP、DNS和TCP/IP相关的问题。
- 分析重复事件，识别提升平台稳定性、配置和支持流程的机会。
- 维护清晰准确的技术文档、事件记录和知识库材料。
- 在国际分布式环境中与客户、运营团队、工程师和其他技术利益相关者协作。
- 为Genesys Cloud改进和客户项目做出贡献，逐步承担更复杂的解决方案。
- 在相关领域支持并参与集成、API、自动化和系统间工作流。
- 分享知识，推动团队内Genesys Cloud能力的持续发展。
- 跟踪Genesys Cloud的新功能以及新兴的客服中心技术和AI能力。
- 要求
- 如果你有以下经验，我们希望听到你的声音：
- 3年以上在Genesys Cloud CX或相关Genesys/客服中心技术环境中的实际操作经验。
- 在生产环境中担任L2支持或工程资源的实战经验。
- 在Genesys Cloud或其他相关客服中心技术方面有扎实的实际操作经验。
查看英文原文
WorkNomads is on the hunt for a Genesys Cloud Engineer to join our team!
Who We Are:
We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country.
· Remote engineering services, global impact — expert engineering, design, and business talent in cross-disciplinary project teams.
· Diversity celebrated — 40+ nationalities, 4 continents, one team.
· Continuous growth — we invest in you: projects, coliving, community, pushing you beyond what you thought possible.
Your mission at WorkNomads:
- Provide L2 support and troubleshooting for Genesys Cloud CX in production environments.
- Take ownership of incidents from initial investigation through to resolution, escalation and follow-up.
- Administer and configure Genesys Cloud, including users, permissions, queues, skills, routing and standard platform settings.
- Configure and troubleshoot inbound and outbound contact center functionality.
- Design, modify and troubleshoot IVR and call flows using Genesys Architect.
- Investigate complex issues using logs, traces, configuration, platform data and other technical evidence.
- Troubleshoot issues related to ACD, SIP, RTP, VoIP, DNS and TCP/IP in collaboration with relevant technical teams.
- Analyze recurring incidents and identify opportunities to improve platform stability, configuration and support processes.
- Maintain clear and accurate technical documentation, incident records and knowledge-base materials.
- Collaborate with customers, operational teams, engineers and other technical stakeholders in an international, distributed environment.
- Contribute to Genesys Cloud improvement and customer projects, gradually taking ownership of more complex technical solutions.
- Support and contribute to integrations, APIs, automation and system-to-system workflows where relevant.
- Share knowledge and contribute to the continuous development of Genesys Cloud capabilities within the team.
- Stay current with new Genesys Cloud features and emerging contact center technologies and AI-enabled capabilities.
Requirements
We want to hear from you if you have:
- 3+ years of hands-on experience in Genesys Cloud CX or a closely related Genesys/contact center technology environment.
- Proven experience working as an L2 support or engineering resource in a production environment.
- Strong hands-on experience with Genesys Cloud administration and configuration.
- Practical experience configuring and managing: Users and permissions; Queues and skills; Routing; IVR and call flows; Inbound and outbound configurations
- Strong understanding of contact center technologies and concepts, including ACD, SIP, RTP and VoIP.
- Good understanding of DNS, TCP/IP and networking fundamentals relevant to troubleshooting contact center environments.
- Ability to independently investigate technical incidents using logs, traces, configuration and platform data, rather than relying primarily on escalation.
- Strong troubleshooting and analytical skills, with a structured approach to identifying root causes.
- Strong sense of ownership and accountability for incidents, technical tasks and customer issues.
- Excellent communication and documentation skills.
- Good command of English and confidence working with international customers and distributed technical teams.
- Ability to work independently while knowing when and how to escalate complex issues appropriately.
- Genuine interest in developing further into Genesys engineering, integrations, automation and customer solution delivery.
- A passion for continuous learning & collaboration in a global setting
- A team player mentality and believe no one should be left behind regardless of background
Strong advantages:
- Experience with Salesforce or other CRM integrations, particularly Microsoft Dynamics.
- Experience with Genesys Cloud APIs, Data Actions, REST APIs, JSON and OAuth.
- Experience with workflow and system-to-system automation.
- Scripting experience with PowerShell, Python, JavaScript or similar.
- Experience with Azure Logic Apps, Power Automate, middleware or iPaaS technologies.
- Knowledge of Genesys reporting and analytics, WEM or Quality Management.
- Exposure to AI-enabled contact center technologies, including virtual agents, chatbots, Agent Assist or conversational AI.
- Experience with enterprise application integrations and customer-specific technical solutions
- Genesys Cloud certification
- Experience with Genesys Engage combined with meaningful Genesys Cloud experience.
Benefits
Perks of being one of us:
·
Flexible work setup: work fully remotely from any country in the EU on a freelance/B2B contract, or join our Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package.
·
Autonomy: an environment where your technical vision matters, and you own your work-life balance.
·
Growth: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries.
·
Global vibe: an international, dynamic, remote-first workplace.
·
Connectivity Support: home office allowance
·
Total Rewards: paid time off and competitive remuneration.
·
Community: team get-togethers and networking events are in our DNA!
·
Seamless Living: need a base? Digitally check into a spacious room at our WN LAB Hotel, Bulgaria’s biggest and coolest 4★ co-living hotel. No deposit, with special discounted rates for single apartments starting from 660 EUR/month (utilities & cleaning included!).
· Be part of something beyond work: culture, values, impact.
How to Apply / What Happens Next:
1. Send us your CV by hitting the “Apply” button.
2. You will hear from one of our Global Talent Connectors within 5 business days with the next steps.
3. Meet us on MS Teams and tell us what excites you.
4. Next stage could be a test or a task - we want to see what you DO (not just what you say)
5. Along this journey and depending on the role you are applying for, prepare to meet either our Chief Talent Gaucho, your future leader or our Head Honcho!
Want to learn more? Check us out below:
Interest piqued? Join us!
WorkNomads — A Nation Without a Country
We celebrate the right of every human to be themselves and provide opportunities for global talent to shine. Diversity, social equity, and inclusion are at the core of who we are. We create an environment where different voices are respected, heard and empowered in equal measure. We’re breaking down the boundaries by designing a new nomadic economy by enabling people to do what they love and be where they want.
Originally posted on Himalayas