Job title: Genesys Cloud Engineer
Job type: Permanent
Emp type: Full-time
Industry: Telecommunications
Salary: Negotiable
Location: Dublin, Dublin, D22, Ireland
Job published: 09 Dec 2024
Job ID: 36111
Contact name: Cathal Meehan
Contact email: cathal@ingenio-global.com

Job Description

Job Title: Genesys Cloud Engineer  
Start date: Jan 2025
Type: Remote / Hybrid
Location: Dublin
Daily Rate: €85 – 105K

Employment type: Daily Rate contract

Term: 6 months high potential to extend.


About the Role:

We’re seeking a talented Genesys Cloud Engineer to join our client on a 6-month contract.

In this role, you will design and enhance routing applications for IVR, voice, and multi-channel platforms, leveraging your expertise in Genesys Cloud Architect Flows and JavaScript.

This is a fantastic opportunity to contribute to transformative projects for a leading company in the travel and hospitality industry.


Key Responsibilities:

  • Design and develop advanced routing applications for IVR, voice, and multi-channel systems using Genesys Cloud Architect Flows and JavaScript.
  • Collaborate with business teams to understand requirements and design routing solutions that meet operational and reporting needs.
  • Analyze and enhance existing Genesys routing flows to support evolving business requirements.
  • Update Architect flows and workflows to accommodate new functionalities and integrations.
  • Troubleshoot and resolve production issues related to routing applications promptly.
  • Utilize Terraform for code deployment and contribute to the CI/CD process.
  • Work with Genesys Cloud APIs to retrieve and process real-time data.
  • Develop and implement Data Actions to interface with external applications seamlessly.
  • Apply software engineering best practices to ensure robust, maintainable, and scalable routing solutions.
  • Share expertise and promote cross-training within the team to foster multi-skill capabilities.
  • Evaluate and address reporting impacts of new or modified call flows.
  • Provide technical mentorship and guidance to production support staff.
  • Support administrative tasks associated with contact centre application development and maintenance.

Qualifications and Experience:

  • Minimum 6 years of experience in routing development for contact centre solutions (voice, IVR, and multi-channel).
  • Genesys Certification in Routing is highly desirable.
  • Proven experience designing and developing routing flows using Genesys Cloud Architect.
  • Expertise in performance optimization and minimizing dependencies in routing solutions.
  • Strong understanding of reporting requirements and the impact of routing changes on analytics.
  • Bachelor’s degree in a related field or equivalent professional experience.
  • Hands-on experience troubleshooting production routing issues and providing on-call support.
  • Proficiency in JavaScript and working knowledge of Genesys Cloud APIs.
  • Excellent communication and interpersonal skills to bridge technical solutions with business needs.
  • Ability to translate functional requirements into technical designs.


If this sounds like the next step in your career then contact Cathal for a confidential chat.