Contact Center Solutions Engineer (Genesys)

What You'll Do:

• Design, configure, and manage Genesys platforms (Cloud or Engage)
• Build and maintain IVR flows, ACD logic, call routing, and CTI integrations
• Integrate Genesys with CRM tools like Microsoft Dynamics
• Monitor system performance and improve voice infrastructure reliability
• Partner with global teams to deliver scalable, user-friendly solutions
• Provide expert guidance on contact center architecture and voice strategy

What You'll Bring:

• 3+ years of experience in contact center systems or voice platforms
• Strong hands-on experience with Genesys (Cloud/Engage)
• Good grasp of telephony (IVR, SIP, VoIP, SBCs, etc.)
• Experience integrating with CRMs (especially Dynamics)
• Understanding of agent operations, call flows, and KPIs
• Excellent problem-solving and cross-team collaboration skills
• English fluency; Mandarin is a plus