Title:  Contact Center Engineer, Senior (NJUS)

Purpose of Position

Collaborate across teams to ensure the development, implementation, and configuration of Genesys Cloud solutions, as well as integration with third-party applications, within NetJets' Global Communications Technologies organization. The ideal candidate will possess extensive knowledge of contact center technologies, strong problem-solving abilities, and expertise in architecting customer experience (CX) solutions. This role will be pivotal in designing and deploying API strategies, integrating with CRM and ERP systems, and working with Conversational AI platforms like AWS Lex, Google CCAI, Kore.ai, and Cognigy. The position involves supporting large-scale deployments (10,000+ agents across multiple countries) across various channels such as voice, chat, SMS, and email. 

Tasks and Responsibilities

• Genesys Certified Professional Certification highly preferred. 
• Minimum of 3 years of experience working with Genesys Cloud/Pure Cloud. 
• Prior experience with AI technologies and frameworks, including machine learning, Generative AI, large language models, restful API, and prompt engineering. 
• Strong ability to facilitate and emphasize the technical aspect. 
• Proven capability to address complex technical situations with effective resolutions. 
• Ability to work effectively, both independently and collaboratively, to add value. 
• Recognized as a "go-to" person for expertise. 
• Experience in training at various levels (internal & external, business, and technical). 
• Willingness to travel approximately 20% of the time

Technical and Functional Skills

• Genesys Certified Professional Certification highly preferred. 
• Minimum of 3 years of experience working with Genesys Cloud/Pure Cloud. 
• Prior experience with AI technologies and frameworks, including machine learning, Generative AI, large language models, restful API, and prompt engineering. 
• Strong ability to facilitate and emphasize the technical aspect. 
• Proven capability to address complex technical situations with effective resolutions. 
• Ability to work effectively, both independently and collaboratively, to add value. 
• Recognized as a "go-to" person for expertise. 
• Experience in training at various levels (internal & external, business, and technical). 
• Willingness to travel approximately 20% of the time. 

• Genesys Certified Professional Certification highly preferred. 
• Minimum of 3 years of experience working with Genesys Cloud/Pure Cloud. 
• Prior experience with AI technologies and frameworks, including machine learning, Generative AI, large language models, restful API, and prompt engineering. 
• Strong ability to facilitate and emphasize the technical aspect. 
• Proven capability to address complex technical situations with effective resolutions. 
• Ability to work effectively, both independently and collaboratively, to add value. 
• Recognized as a "go-to" person for expertise. 
• Experience in training at various levels (internal & external, business, and technical). 
• Willingness to travel approximately 20% of the time. 

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

• In-depth technical knowledge of Genesys Cloud solutions and cloud technologies. 

• Capability to train at various levels (internal & external, business, and technical). 

• Experience in complex technical environments with a focus on customer engagement.