IT Senior Contact Center Solutions Engineer

Responsibilities

• Lead Research & Development initiatives for contact center technologies and integrations, including voicebots, chatbots, and external systems across on‑premises and cloud environments.
• Drive platform modernization initiatives and migration efforts, with a focus on the Genesys platform (cloud and on‑premises).
• Evaluate, design, and execute proofs of concept, pilots, and solution validations, particularly for external solutions integrated with the Genesys ecosystem.
• Support, enhance, and maintain existing contact center solutions, primarily within Genesys voice and digital channels (IVR, routing, chat, email, social media).
• Continuously deepen understanding of system architecture and functionality to perform high‑quality investigations, root cause analysis, and resolution; proactively identify and implement system and process improvements.
• Troubleshoot and resolve performance and stability issues, co...