Part-time Genesys Contact Center Engineer

Responsibilities

• Configure and maintain Genesys Cloud components (IVR, routing, bots, voice, chat, email).
• Perform troubleshooting, updates, and patching of Genesys Cloud environments.
• Collaborate with cross-functional teams to ensure seamless integration and performance.
• Provide support for Packaged Contact Center Enterprise (PCCE) environments.
• Monitor system performance and implement optimizations for high availability.
• Develop and maintain documentation for configurations and procedures.
• Train internal teams or clients on Genesys Cloud usage and best practices.
• Stay current with Genesys Cloud updates, features, and industry trends.
• Negotiate and fulfill contract terms with clients.
• Manage own business operations including invoices and taxes.
• Market services and maintain client relationships.
• Ensure compliance with relevant laws and industry standards.
• Resolve issues related to service delivery independently.

Requirements

• Genesys Cloud Certification (required).
• Minimum 2 years of hands-on experience with Genesys Cloud.
• NICE CXONE experience preferred.
• 4+ years of experience in cloud contact center environments.
• Strong understanding of voice/UC technologies and PCCE support.
• Bachelor's degree in IT, Computer Science, or equivalent experience.
• Excellent communication, problem-solving, and documentation skills.
• Ability to work independently and manage multiple projects.
• Strong Customer Service skills
• Strong Troubleshooting Capabilities
• Proven Computer Networking skills
• Microsoft Server 2003/2008/2012
• Hardware and software installation
• Ability to handle and prioritize tasks each day.
• Flexible hours based on project needs.
• Reports directly to VP IT
• Must be able to pass a federal background check going back 7 years without felonies.
• Must be able to pass a federal credit check.