Senior Genesys Engage Engineer (Houston, TX)

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. The TTEC Digital Genesys Partner Practice of customer experience (CX) designers, consultants, engineers, and data scientists, has been awarded partner of the year 14 times, hold over 400 certifications, and possess the expertise and relationships to seamlessly integrate the Genesys platform, applications and components into complex, multi-platform environments, to produce predictable results that fuel the exceptional customer experience. We are seeking a highly skilled and experienced Senior Genesys Engineer to join our team in Houston. The ideal candidate will have extensive knowledge and hands-on experience with the Genesys Engage Platform, including GVP, Genesys Routing, Genesys Realtime Reporting, Genesys Historical Reporting, IWD, Genesys Administrator, and Workforce Management (WFM). The role requires participation in an on-call rotation to ensure 24/7 support. What You'll Be Doing

• Design, implement, and maintain Genesys Engage solutions to meet business requirements.
• Configure and manage Genesys Voice Platform (GVP) for optimal performance and troubleshooting.
• Develop and optimize routing strategies using Genesys Routing.
• Monitor and analyze system performance using Genesys Realtime Reporting and Genesys Historical Reporting.
• Manage and support Genesys Intelligent Workload Distribution (IWD) for efficient task allocation.
• Administer and maintain Genesys systems using Genesys Administrator.
• Implement and manage Workforce Management (WFM) solutions to optimize staffing and scheduling.
• Participate in an on-call rotation to provide 24/7 support and ensure system availability.
• Collaborate with cross-functional teams to ensure seamless integration and operation of Genesys solutions.
• Troubleshoot and resolve complex technical issues related to the Genesys platform.
• Stay updated with the latest developments and best practices in Genesys technologies.

What You'll Bring to the Role

• Minimum 4 years of experience working with the Genesys Engage Platform.
• Proficiency in GVP, Genesys Routing, Genesys Realtime Reporting, Genesys Historical Reporting, IWD, Genesys Administrator, and WFM.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Bachelor's degree in Computer Science, Engineering, or a related field (preferred).
• Genesys certification (preferred).

#LI-DD1 This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels. Benefits available to eligible employees include the following:

• Medical, dental, vision
• tax-advantaged health care accounts
• financial and income protection benefits
• paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage. We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries. TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity. Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications. #LI-Remote We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Apply To This Job