Genesys Engage Support Engineer

4 weeks ago

Richmond Hill, Canada DependableIT Full time

Connex Telecommunications Inc., 44 East Beaver Creek Road, Unit 16, Richmond Hill, Ontario, Canada Req #62

Tuesday, December 12, 2023

We are looking for a responsible Genesys Engineer to help engage in architecture and design, build process and assist in engagement with our enterprise level customers. Genesys Engineer's responsibilities include working closely with our Architects and developers to prepare comprehensive action plans, including implementation plans, timeframes and proposals for the projects. You will perform various roles, like assisting in reengineering engagement, along with designing and implementing Genesys CX Solutions. To succeed in this role, you should have excellent communication and technical skills, as you’ll collaborate with clients and internal teams to deliver results on deadlines.

Ultimately, the Genesys Engineer's duties are to ensure that they are capable of leading the customers to a roadmap and be the voice of the customer.

Key Accountabilities:

  • Focal point for Problem, Incident, and Change (ITSM) for contact centre critical applications for IVR and Genesys suite of products
  • Active MIRT Participation and leading for Contact Centre Application incidents
  • Ensuring reliability - getting Genesys systems back to steady-state as quickly as possible and adhere the Systems SLA
  • Eliminating manual health check and develop monitoring and automation using Dynatrace, ELK / Kibana, Power BI, and Cyara call monitoring systems
  • Act on blameless postmortems of Major incidents - driving better cross-team collaboration
  • Observing what matters - gaining full visibility into system health
  • Being pro-active - living and breathing SLOs to identify and remediate issues before SLAs are violated
  • Architecting for resiliency - Informing architectural design decisions to build more reliable systems
  • Actively work on developing non-functional requirement (NFR) during project scope to include in the DRS / Design document
  • Run the production environment by monitoring availability and taking a holistic view of system health
  • Build software and systems to manage platform infrastructure and applications
  • Improve reliability, quality, and time-to-market of our suite of software solutions
  • Measure and optimize system performance, with an eye toward pushing our capabilities forward, getting ahead of customer needs, and innovating for continual improvement
  • Provide primary operational support and engineering for multiple large-scale distributed software applications
  • Working ability in agile and 24x7 running production environment

Knowledge:

  • Minimum qualifications: Bachelor's degree in Computer Science, or a related technical field involving systems engineering (e.g. Physics or Mathematics), or equivalent practical experience.
  • Experience in supporting contact centre technologies using avaya or genesys is preferred
  • Experience with AWS lamda, Azuer Github, and Amazon S3, as well asl tomcat and apache web engines.
  • Proactive approach to identifying problems, performance bottlenecks, and areas for improvement
  • Systematic problem-solving approach coupled with effective communication skills and a sense of ownership and drive.
  • Ability to debug and optimize code and to automate routine tasks.
  • Engage in and improve the whole life cycle of services from inception and design, through to deployment, operation and refinement.
  • Maintain services once they are live by measuring and monitoring availability, latency and overall system health.
  • Practice sustainable incident response and blameless post-mortems.

Responsibilities include, but are not limited to:

  • Analyze and understand functional business requirements and design specifications
  • Design, develop, enhance and implement custom applications and integrate custom solution with other back end solutions
  • Assist in User Acceptance Testing prior production go live
  • Collaborate with other team members and customers when needed
  • Work with project manager and provide work/time estimates
  • Implement complex yet robust Inbound and Outbound call routing call flows using the following Tools and Technologies: Genesys Framework and Management, GVP (Genesys Voice Portal), Nuance, Java and VXML for IVR (Interactive Voice Response), Virtual Hold, Genesys Infomart, CCA, CCPulse+, Cognos. Install, Configure, Upgrade, migrate, administer and maintain the Call Center Infrastructure, troubleshoot and resolve issues by coordinating with Product Vendor as necessary.
  • Apply hot fixes, patches. Collaborate with business and end users to meet business needs with proper Planning, Designing, Developing, Testing and Implementing in Production.
  • Consult with managerial, engineering, and technical personnel to clarify program intent, identify problems, and suggest changes. Perform or direct revision, repair, or expansion of existing programs to increase operating efficiency or adapt to new requirements Write or contribute to instructions or manuals to guide end users.
  • Create and maintain system documentation, policies, and procedures as part of knowledge management. Responsible for supporting custom tools developed in the company.
  • Perform other similar professional responsibilities as assigned.


Our employees are the ambassadors of CONNEX with clients and business partners. Their skills, integrity and sense of responsibility are the keys to our success. Training for all employees, regardless of their function in our organization is considered a priority. In addition, our pay scale is competitive and we offer a full range of benefits.

You are interested to enrich your work experience? We need people like you, passionate and committed. If you want to join our team, apply today

CONNEX Telecommunications Inc. is committed to diversity and encourages applications from all qualified candidates, especially aboriginal persons, members of sexual minority groups, persons with disabilities, visible minorities and women. Upon request by the applicant, accommodation will be provided in all parts of the hiring process. We thank all applicants for their interest in this position, however, only those selected for an interview will be contacted.

  • Connex Telecommunications Inc., 44 East Beaver Creek Road, Unit 16, Richmond Hill, Ontario, Canada
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