Genesys Engineer

Title:

Genesys Engineer

Location:

Remote

Security Clearance:
Public Trust Clearance

Schedule:

Due to the nature of law enforcement work and operation, position may require occasional support outside of core working hours, as well as intermittent weekend support, mission dependent

When you make the decision to join KACE, you are choosing to work alongside talented professionals that have one thing in common; the passion to make a difference! KACE employees bring their diverse talents and experiences to work on critical projects that help shape the nation’s safety, security, and quality of life. The desire to have a career that is purposeful and forward thinking is woven into every KACE employee…it’s The KACE Way.

KACE employees are; purpose driven, forward focused, open-minded, trustworthy, and invested. The KACE Way is our commitment to our employees, to our customers, and to our communities. Join KACE and make a difference!

We are seeking a technical, highly organized, and detail-oriented Genesys Engineer to join our team. As a Genesys Engineer, you will play a critical role in developing and maintaining Genesys solutions to support the operations of our contact center. This position involves the design, customization, integration, and ongoing management of Genesys Cloud CX for a contact center and related technologies to ensure efficient and effective customer service operations.

You will be responsible for designing, implementing, and maintaining Genesys solutions that enhance and optimize contact center operations. This role requires a deep understanding of Genesys’ solutions in relation to a contact center technology, as well as proficiency in customizing and integrating Genesys to meet the specific needs of a contact center environment.

• Design, configure, and implement Genesys-based contact center solutions, taking into consideration the organization's specific requirements, such as call routing, IVR systems, chat, email, and more.
• Integrate Genesys solutions with other systems and applications, such as Salesforce, workforce management tools, and third-party platforms to ensure a seamless customer experience.
• Configure Genesys components, including routing strategies, voice applications, and agent desktop interfaces to meet business objectives and performance targets.
• Monitor and maintain the Genesys environment, proactively identifying and resolving issues, optimizing performance, and ensuring high availability.
• Create and maintain technical documentation, including system diagrams, configuration guides, and standard operating procedures.
• Work closely with business stakeholders and contact center teams to understand their requirements and design customized Genesys solutions that address their needs.
• Configure and customize Genesys to optimize its use in the contact center, including setting up workflows, automation rules, case management, knowledge base, and email templates.
• Develop and maintain Genesys reports and dashboards to provide insights into contact center performance, customer interactions, and service KPIs.
• Provide training and support to contact center agents and staff to ensure they are proficient in using Genesys tools and features.
• Create and maintain comprehensive documentation related to Genesys configurations, customizations, and integrations.
• Ensure that Genesys configurations and practices align with security and compliance standards, such as GDPR, HIPAA, or industry-specific regulations.
• Ensure ongoing support and maintenance of Genesys solutions, addressing any post-implementation issues or enhancements.

• B.S in Information Systems, or related field or equivalent work experience
• 5+ Years of Genesys engineer experience
• Genesys certification (preferred)
• Proven experience in Genesys implementation and customization, with a focus on contact center solutions.
• Proficiency in understanding and discussing technical concepts related to Genesys, development and integrations.
• An understanding of business processes and the ability to align Genesys solutions with organizational goals and objectives.
• Strong…