Senior Product Engineer - Genesys Cloud | Leading UAE Bank

Role Highlights:

Position: Senior Product Engineer – Genesys Cloud

Location: Dubai, UAE

Client: Leading UAE Bank

Joining Requirement: Immediate

We have an exciting opportunity for a Senior Product Engineer – Genesys Cloud role with one of the largest banks in the UAE, based in Dubai. We are looking for an immediate joiner who is ready to bring their expertise in Genesys Cloud to a leading financial institution.

Education

Degree: Post graduate in Computer Science or related field (or equivalent industry experience)

Experience

1. Minimum of 5 years of experience working for Telco industry or Call Center Platform
2. Obtained relevant Genesys Cloud Certification(s) like Genesys Cloud CX: Professional Certification (GCX-GCP) / Genesys Cloud CX Specialist
3. Good interaction with Business units as part of the job role

Technical Skills

Strong Implementation / Configuration Knowledge of Genesys Cloud Components:

1. Architect Edge setup.
2. Excellent Knowledge in Roles and Permissions.
3. Web/RTC Phone setup and Configuration.
4. Scripts/Scripting Building:

• Call/outbound Call flows
• Email integration
• Recording
• Survey and Quality Management
• WFM and Outbound Dialer
• Wallboard
• Predictive Engagement
• Knowledge Management

• Outbound Management List/Campaign/Rule Management
• Data Action (File Upload/API Based)
• Expert Knowledge of API’s For Genesys Outbound/Inbound setup.
• Experience consuming and exposing the Genesys Outbound/Inbound setup API’s
• Configuration of Trunks and Dialplan
• Troubleshooting the PureCloud (Genesys Cloud) issues and call routing.
• Monitoring and troubleshooting (VoIP) issues, WebRTC phone issues, Provision issues.
• Integration of Contact Center with CRM solutions.
• Script Configuration.
• Good knowledge of API services and integrating with it - Preferably REST API and TIBCO.

Functional Skills

1. Customer service oriented with the ability to work with both technical and business-oriented partners.
2. Have worked in an organization handling 800+ agents, financial services Call center support is an advantage.
3. Provide post-implementation support, including creation of systems enhancements and instruction to production support team.
4. Work with vendors on Engineering tasks to implement tech stack in HA and test the resiliency monitoring.
5. Good Technical documentation expertise.

Soft Skills

1. Able to influence multiple teams on technical considerations, increasing their productivity and effectiveness by sharing deep knowledge and experience.
2. Self-motivator and self-starter, Ability to own and drive things without supervision and works collaboratively with the teams across the organization.
3. Have excellent soft skills and interpersonal skills to interact and present the ideas to Senior and Executive management.