Contact Center Senior Engineer

We are looking for an experienced Contact Center Senior Engineer who has:

• Deep understanding of AWS Connect and Genesys Cloud, including integration with other AWS services and enterprise systems. 
• Minimum of two years of hands-on experience with Genesys Cloud. 
• Experience with multiple AWS Connect instances and Genesys Cloud architecture design, configuration, and customization. 
• In-depth knowledge of contact center technologies, including telephony, IVR, ACD, routing, workforce management, and reporting. 
• Strong understanding of cloud-based contact center solutions and architectures. 
• Capability to implement a wide range of changes, from standard service requests (SSRs) to custom non-standard changes. 
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders. 
• Bachelor's degree in computer science, information technology, or a related field. 
• Experience as a Contact Center Solution Engineer, with a strong focus on architectural design, implementation, and support of cloud contact center solutions. 
• Certifications related to contact center management, AWS Connect, or Genesys Cloud are preferred.

Your future role:

• Create high and low-level designs for contact center deployments.
• Deploy contact center solutions based on AWS Connect and Genesys Cloud, leveraging multiple instances.
• Design end-to-end contact center solutions incorporating best practices and industry standards to meet client needs and objectives.
• Solve incidents and lead technical bridges during high-priority incidents.
• Manage and design IVR flows, configure and customize contact center components such as routing strategies, queues, workspaces, and reporting to meet specific client requirements.
• Create service templates for SSR implementation.
• Maintain contact with vendors and positive relationships with clients.
• Collaborate with clients to gather and analyze business requirements for contact center solutions.

What we offer:

• Real opportunities for growth and promotion – clear and individual career paths.
• Playing a significant role on interesting, innovative, international projects.
• Work in a dynamic, international business services environment.
• Opportunity to develop and broaden your business acumen and technical skills.
• Work in one of the world's largest consulting firms and travel all around the world.
• Excellent work atmosphere where people can share their ideas freely.
• Excellent training opportunities including valuable core banking certificates.
• Buddy program - support of an experienced Team Member through first months of your employment.

Selection process:

Apply and create your future with us!

If your resume is of interest, the recruitment process will include several stages:

1. Short online interview / short phone interview with Recruiter.

2. Technical Interview 

3. Business Interview 

You will receive feedback regardless of process result.

About Deloitte:

Deloitte is a diversity of people, experiences, industries, and services that we offer in 150 countries around the world. It represents intellectual challenges, a strong start to your career, opportunities for continuous development, and the chance to gain valuable life experiences. You just need to take the first step—putting a period at the end of your submitted resume and then signing the employment contract. Deloitte is simply a good choice.