Contact Centre Engineer NiceGenesys

Hi All We are Hiring for the role of Contact Centre Engineer (Nice/Genesys) with one of our client in Sydney Australia location.

• Headcount 3
• Location: Sydney Australia
• Duration: 12 months
• Joining: Immediate
• Hybrid working with 3 days from office

We are seeking an experienced Nice / Genesys Contact Centre Engineer with 35 years of experience in implementing configuring and maintaining Nice and/or Genesys contact center solutions. The ideal candidate will have a deep understanding of contact center technologies strong problemsolving skills and the ability to work collaboratively with various stakeholders to enhance our customer service operations.

Key Responsibilities:

• Implementation and Configuration: Design implement and configure Nice / Genesys contact center solutions to meet business requirements.
• System Maintenance: Perform routine maintenance upgrades and troubleshooting of contact center systems to ensure optimal performance and reliability.
• Integration: Integrate contact center solutions with other enterprise systems and applications.
• Customization: Customize and develop contact center applications to enhance functionality and meet specific business needs.
• User Support: Provide technical support and training to contact center staff and users addressing issues and ensuring efficient system use.
• Monitoring and Reporting: Monitor system performance generate reports and provide insights to improve contact center operations.
• Documentation: Create and maintain comprehensive documentation including configuration settings processes and procedures.
• Collaboration: Work closely with IT customer service and other departments to gather requirements and ensure successful project delivery.
• Innovation: Stay updated with the latest contact center technologies trends and best practices and apply them to improve our solutions.

Qualifications:

• Experience: 35 years of experience in implementing and managing Nice and/or Genesys contact center solutions.
• Education: Bachelors degree in computer science Information Technology or a related field. Relevant certifications in Nice / Genesys are a plus.
• Technical Skills:
  • Proficiency in Nice or Genesys contact center technologies.
  • Strong understanding of contact center operations and workflows.
  • Experience with VoIP telephony systems and call routing.
  • Knowledge of CRM integrations and other enterprise systems.
  • Familiarity with scripting and programming languages (JavaScript Python etc.).
  • Understanding of network configurations and security best practices.
• Soft Skills:
  • Excellent problemsolving and analytical skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Proven ability to manage multiple projects and priorities.

Preferred Qualifications:

• Certifications in Nice or Genesys technologies.
• Experience in largescale contact center environments.
• Knowledge of workforce management and quality monitoring tools.
• Understanding of ITIL processes and practices.