3 days ago
Cairo, EgyptMid Level / Senior
Responsibilities
- Capture client business and technical requirements and design scalable CCaaS solutions.
- Develop IVR, bot, routing, and omnichannel workflows for voice, chat, email, and messaging.
- Configure routing, queues, skills, wrap codes, user profiles, and other CCaaS components.
- Design and implement CRM, WFM, custom application, middleware, and API integrations.
- Develop and test scripts, data actions, middleware components, and automation using secure authentication.
- Support project scoping, implementation, testing, production deployment, documentation, user guides, and training.
- Conduct post-implementation reviews, optimize solution performance, and stay current with CCaaS releases.
- Manage multiple client projects and collaborate with Project Management, Sales, BI, and Operations teams.
Requirements
- 3–7 years of strong experience with Genesys or CXone; experience with other platforms is a plus.
- Genesys Cloud Professional certification is required.
- Hands-on experience with Genesys Cloud Architect, routing, and call flows.
- Experience designing and deploying omnichannel contact-center solutions.
- Understanding of JSON, web services, and middleware frameworks.
- Proficiency with REST/JSON APIs, OAuth2, and integration design.
- Experience with JavaScript and Python for automation and API scripting.
- Knowledge of IVR, SIP trunking, telephony, ACD, WFM, and CRM integration.
- Strong communication skills for running meetings and workshops, presenting, and writing functional specifications.
- Strong organization and ability to manage multiple projects independently in high-pressure environments.
- Fluent English is required; additional languages are a plus.
- Microsoft Office Suite experience, including PowerPoint, Excel, and Power BI; Power BI experience is preferred.
Benefits
- Work with global clients across the U.S. and EMEA on high-visibility CX transformation projects.
- Collaborate with experts in AI, automation, performance, and agent tools.
- Opportunities for professional growth through complex projects and expanded technical, project-management, and client-relationship responsibilities.
- Remote role indicated by the #LI-Remote designation.
Tech Stack
Categories
Solutions Engineering
