Senior Systems Engineer operating Windows, Linux, VMware, and Azure infrastructure. Improving reliability and security for Aviso’s Canadian wealth management and investment services.
About the role
- Senior Genesys engineer managing routing, IVR, and omnichannel integrations for Forward Financing, a fintech lender. Optimizing customer and agent contact-center experiences across voice, SMS, and email.
Responsibilities
- Act as shared owner and primary subject matter expert and system administrator for the Genesys contact center platform
- Configure, manage, and continuously optimize contact center routing, IVR, and omnichannel workflows
- Manage and optimize integrated SMS, voice, and email communications
- Become an expert in Genesys flow logic
- Design and implement scalable solutions to complex business and technical problems
- Gather requirements from cross-functional stakeholders and translate them into technical designs within the Genesys ecosystem
- Troubleshoot advanced platform issues and manage complex incidents
- Ensure long-term system health and stability
- Monitor system performance and capacity
- Lead integrations with the internal CRM and third-party tools
- Co-develop features with Salesforce colleagues
Requirements
- 5+ years of extensive experience as a Genesys Administrator, Engineer, or Architect
- Genesys Cloud CX experience highly preferred
- Deep technical expertise in the Genesys platform, including solution architecture, advanced routing, API integrations, and omnichannel capabilities
- Experience creating and maintaining complex automated multichannel, multitouchpoint SMS and email journeys
- Experience implementing complex if/then logic based on CRM field values to initiate, pause, and cancel cadences
- Ability to coordinate campaign journeys with marketing to avoid overlap
- Autodialer campaign management, including creating, recycling, and filtering multiple campaigns simultaneously
- Experience using Predictive Engagement features in Genesys to trigger outreach
- Advanced understanding of telecom concepts, WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing
- Proven experience working with Genesys Support, telecom carriers, and third-party vendors to resolve P1/P2 incidents under strict SLAs
- Strong Salesforce knowledge, specifically Salesforce Omnichannel and Salesforce Voice
- Proven track record integrating Salesforce systems with Genesys
- Proven experience managing and troubleshooting complex SMS, voice, and email omnichannel environments
- Demonstrated ability to gather requirements from business stakeholders and design technical solutions for complex operational challenges
- Strong problem-solving and critical-thinking skills
- Excellent written and verbal communication abilities, including translating technical terminology for non-technical stakeholders
Benefits
- Flexible hours
- Flexible work location: work from home, in the office, or a combination of both
- Medical insurance
- Dental insurance
- Vision insurance
- Flexible time-off policy
- Paid parental leave
- RRSP match
- Wellness reimbursement
- Volunteering days
- Annual professional development budget
- Charitable donation match
- Virtual and in-person team events and opportunities to celebrate team wins
- Comprehensive total rewards package
- Potential additional 10% annual bonus
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