Genesys Technical Lead/ Architect (Ref: 189954)

We are collaborating with our client, a prominent player in the flexible workspace industry, boasting over 3,500 locations globally and serving 80% of Fortune 500 companies. This organization is dedicated to fostering sustainable, carbon-neutral environments, aiming for Net Zero by 2040. Their commitment to innovation and excellence has been recognized with accolades such as the Leading Employer Award in both 2022 and 2023.

Role Overview

• This role entails a vital technical leadership position that emphasizes the design, development, and integration of customer engagement solutions utilizing Genesys Cloud CX (CX3).

• The individual will serve as both a developer and architect, adeptly connecting technical execution with the needs of business stakeholders.

• The successful candidate will be instrumental in the transformation of the omnichannel contact center, specifically focusing on integrating Genesys solutions with Microsoft Dynamics 365 CE.

• Develop IVRs, chatbots, messaging workflows, WEM configurations, and conduct integrations with Dynamics 365.
• Deliver functionalities across various communication modalities, including voice, chat, SMS, email, AI tools, and workforce engagement.
• Provide architectural strategy, mentorship for engineering teams, administer code reviews, and oversee deliverables in agile project sprints.
• Act as a Tier-3 escalation resource for critical troubleshooting, ensuring system reliability and optimal performance.
• Ensure compliance with all relevant regulatory and security standards, encompassing GDPR and PCI DSS.

• Minimum of 8 years of direct experience in Genesys Cloud CX development, particularly with CX3 modules.
• Substantial expertise in call routing, digital engagement approaches, and bot orchestration.
• Strong proficiency in integrating with Dynamics 365 CE, including REST APIs, OAuth, and event-driven models.
• Robust programming skills in languages such as JavaScript, Python, or Node.js, along with substantial experience in cloud or serverless environments (Azure or AWS).
• Familiarity with project management and collaboration platforms such as Jira, Confluence, LeanIX, and observability tools is advantageous.

• Attractive salary accompanied by performance-related bonuses.
• Comprehensive health and wellness benefits package.
• Flexible working options to promote a healthy work-life balance.
• Vast opportunities for professional development and career progression within a global framework.

This opportunity is based in Salford, England, where the selected candidate will collaborate with a dynamic team committed to pioneering advancements in customer engagement and technology solutions.