Genesys Cloud CX Support Engineer

Are you our new Genesys Cloud CX Support Engineer?

Location: Flexible within Europe

What you will do:

• Take responsibility for stability of platform and control company standards
• Develop existing features according to best practices
• Implement new functionalities in 15+ countries across Europe
• Support whole team in incident management process
• Work together with other IT departments
• Help us to improve processes and routines that are implemented
• Propose new solutions/corrections of actual setup
• Cooperate with other team members and proactively help when needed

What we´re looking for:

• 2+ years of hands-on experience with Genesys Cloud CX administration, configuration, and support
• Strong knowledge of contact center technologies, including:
  • ACD (Automatic Call Distribution)
  • IVR and call flows
  • Routing strategies
  • Queues and skills
  • Agent management and provisioning
• Experience troubleshooting production issues and performing root-cause analysis in a customer-facing environment
• Understanding of SIP telephony, VoIP, telecommunications concepts, and call routing principles
• Familiarity with APIs, Web Services, Data Actions, and basic integration troubleshooting
• Ability to translate business requirements into technical solutions and platform configurations
• Ability to work independently in a fast-paced operational environment and manage multiple priorities simultaneously
• Experience with AI-powered IVR, chatbots, voicebots and speech-enabled solutions
• Basic scripting knowledge (JavaScript, Python, PowerShell) for automation and integrations
• Experience working within Agile/Scrum teams
• Knowledge of cloud platforms such as AWS or Azure

About Intrum:

Intrum is the industry-leading provider of credit management services across 20 markets in Europe. By helping companies to get paid and support people with their late payments, Intrum leads the way to a sound economy and plays a critical role in society at large.

Intrum has circa 9,000 dedicated professionals who serve around 70,000 companies across Europe.

At Intrum we consider everybody to be a leader. We lead ourselves when collaborate to meet the needs of our clients and customers. We are all accountable to our actions as well as trust and care for each other. This makes us all leaders, independent of role or responsibility, and this is reflected in our 3 leadership principles: Deliver Impact, Inspire Trust and Embrace Growth.

What we offer

At Intrum we offer not only a challenging and rewarding career but also a challenging, exciting and developing position in an international company with growth ambitions. At Intrum you will work with highly motivated and skilled co-workers globally and be part of a supportive culture where effort counts.