Customer Communications Technology Sr. Genesys Engineer

Deloitte • Gilbert, AZ • 3d ago

Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced Customer Communications Technology Sr. Genesys Engineer you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery.

Work you'll do/Responsibilities

As a Project Delivery Manager ( PDM) at Deloitte, you will work within an engagement team and be responsible for supporting the overall project goals and objectives . In this role, you will interact with stakeholders and cross-functional teams. It is expected that you will be able to perform independent tasks as well as provide technical guidance to team members, as needed.

Lead the onshore efforts for the Genesys solution ecosystem, assist in client management, technical grooming, defect resolution, RCA

Understanding of Genesys Engage architecture, interrelation of layers and applications to be able to asses points of failure in order to identify solutions to reported issues.

Troubleshooting through logs for inbound, outbound voice (SIP/URS/ORS/IXN/Stat/MCP etc) , E-Services email chat, GMS, outbound campaigns for both Linux and Windows environment.

Resolve technical issues, related to the Genesys platform, minimizing downtime, and ensuring service continuity.

Installing Genesys Engage applications both Linux and Windows

Configure and manage Genesys Engage components, including call flows, queues, and reporting dashboards to optimize performance.

Provide ongoing support to contact center staff, addressing technical issues and ensuring effective use of Genesys tools.

Conduct training sessions and workshops to educate staff on new features and best practices.

Work closely with cross-functional teams, including IT, operations, and customer service, to ensure integration and alignment of systems and processes.

Communicate effectively with stakeholders to gather requirements and provide updates on system performance and enhancements.

The Team

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

Our Digital Foundry, Operate , & Innovation offering balances strategy, technology, creativity, and managed services to solve your biggest challenges . We design and deliver services to run digital businesses, manages innovation and assets, and commercializes IP to drive growth across all Customer offerings.

Qualifications

Required

4 + years of consulting/ industry experience

4 + years of experience in Genesys Engage

Experience working with agile methodology utilizing Jira

Certification Genesys Engage

Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience

Limited immigration sponsorship may be available.

Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve

Live near or willing to relocate to Houston, TX. Relocation assistance is available.

Preferred

Genesys Cloud CX/Contact Center domain experience

Strong communication, influence, and cross-functional collaboration skills.

Strong problem-solving and critical thinking abilities

Experience working in a consulting environment.

Analytical/ decision making responsibilities

Analytical ability to manage multiple projects and prioritize tasks into manageable work products

Can operate independently or with minimum supervision

Excellent communication skills

Ability to deliver technical demonstrations

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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