Genesys Admin

Title and Location

Genesys Engineer – El Paso, Texas

Public Trust Clearance

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.

• 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.
• 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.
• Ensure Genesys configurations and practices align with security and compliance standards, such as GDPR, HIPAA, or industry‑specific regulations.
• Address post‑implementation issues or enhancements to support ongoing maintenance of Genesys solutions.

• 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.
• Understanding of business processes and ability to align Genesys solutions with organizational goals and objectives.
• Strong problem‑solving skills to address technical and project‑related challenges.
• Excellent communication and interpersonal skills for interactions with technical and non‑technical stakeholders.
• Experience leading and motivating cross‑functional teams to achieve project goals.
• Experience working with Genesys consultants or vendors when necessary.
• Team oriented and able to handle a fast‑paced environment.

• Applicants selected may be subject to a government background investigation and may be required to meet the following conditions of employment.
• Must be a U.S. citizen or legal permanent resident.
• Favorable credit check for all cleared positions.
• Successfully passing a background investigation including drug screening.
• Residency requirement – 3 consecutive years in the last 5 years.

• Standing/Walking/Mobility:
  Must have mobility to attend meetings with other managers and employees.
• Climbing/Stooping/Kneeling: 10% of the time.
• Lifting/Pulling/Pushing: 10% of the time.
• Fingering/Grasping/Feeling:
  Must be able to write, type, and use a telephone system 100% of the time.
• Sitting:
  Sitting for prolonged and extended periods of time.

KACE is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender…