Job Overview
The Genesys Cloud Contact Center Engineer will be responsible for the design, implementation, and maintenance of the Genesys Cloud Contact Center platform. This role involves working with stakeholders across multiple countries to ensure the contact center infrastructure delivers desired business outcomes and meets evolving needs.
Responsibilities
* Work with suppliers to establish and document standards and blueprints. Support development and implementation activities, ensuring new functionality aligns with standards and blueprints.
* Work with suppliers to manage operational run, enhancements, and platform changes. Support operational functions including change, problem, and incident management.
* Provide support for supplier management – monitor and manage the delivery of services provided by suppliers to ensure they meet contractual obligations and performance standards.
* Work with internal IT stakeholders to support integrations, governance processes, and architecture/design.
* Support engagement to country representatives, working closely with the product delivery manager. Share knowledge and best practices with stakeholders and serve as a technical escalation resource where additional expertise is required.
Qualifications
* 3-5 years of experience working with Genesys Cloud contact center solutions, including Architect, workforce engagement/management tools, digital channels, interaction analytics, and AI capabilities.
* Genesys Certified Professional (GCP) or equivalent certifications are highly desirable.
* Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent work experience.
* Proven experience in designing and implementing contact center solutions.
* Experience with JSON, RegEx, and RESTful API/web services.
* Designing, creating, and managing table-driven and dynamic workflows.
Benefits
* Competitive salary and yearly bonus.
* Flexible working model to support work‑life balance.
* Option to work abroad up to 25 days yearly.
* Over 300 euros to set up home office and additional monthly home office allowance.
* Wide range of internal and external trainings, including English, German, and Spanish classes.
* Restaurant ticket and health insurance with flexibility to exchange for other benefits.
* Life and accident insurance.
* Collective life retirement plan.
* 2000€ referral bonus for referrals.
* Special banking and insurance conditions plus exclusive employee discounts.
* Functional diversity benefits.
* Stock options and mortgage benefits.
Location
Barcelona, Poblenou.
Equal Opportunity Employer
At Zurich, we are an equal opportunity employer. We attract and retain the best-qualified individuals available, regardless of race/ethnicity, religion, gender, sexual orientation, age, or disability.
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