Minsait

Senior Genesys Consultant

Minsait

full-time

Posted on:

Location Type: Remote

Location: Brasil

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

Tech Stack

AWSAzureCloudGoogle Cloud PlatformVoIP

About the role

  • Work on strategic projects for the implementation, evolution, and support of Contact Center solutions, ensuring high availability, performance, and alignment with business needs.
  • Serve as a technical reference, supporting the client from solution design through to operations.
  • Participate in the design, implementation, configuration, and evolution of Genesys Cloud solutions.
  • Perform analysis of functional and technical requirements, proposing solutions aligned with best practices.
  • Configure and manage IVR, routing, chatbots, voicebots, Copilot, outbound campaigns, reporting, and integrations.
  • Provide support for Genesys environments, performing troubleshooting and incident/problem analysis.
  • Support operations and business teams, ensuring SLAs, quality, and operational efficiency.
  • Provide technical leadership to junior consultants and support knowledge transfer.
  • Produce technical documentation, architecture diagrams, and operational procedures.
  • Collaborate with infrastructure, networking, security, and application teams.

Requirements

  • CXM / Genesys (Advanced)
  • CXM / Altitude Contact Center (Advanced)
  • CXM / Presence Contact Center (Advanced)
  • CXM / Avaya Aura Contact Center (Advanced)
  • Tech Operations
  • Strong experience with Genesys solutions (Genesys Cloud CX, Routing, Reporting, WEM, etc.).
  • Knowledge of IVR, call routing, and omnichannel (voice, chat, email, WhatsApp).
  • Experience with SIP, VoIP, networking, and communication protocols.
  • Integrations with legacy systems and APIs (REST).
  • Experience in mission-critical Contact Center environments.
  • Log analysis for troubleshooting.
  • Experience with cloud (AWS/Azure) is a plus.
  • Genesys GCP certifications required.
Benefits
  • Company-subsidized health plan for the employee.
  • Option to include dependents in the health plan with payroll deduction.
  • Dental assistance (optional).
  • Option to include dependents in the dental plan with payroll deduction.
  • Meal allowance or food voucher.
  • Transportation voucher (optional).
  • Impact & Care – Personal Guidance Program offering confidential emotional and counseling support in psychological, legal, financial, social, and pet-related areas at no cost for the employee and legal dependents.
  • Gympass - Wellhub (Access to more than 700 gyms across Brazil with plans starting at R$29.90, paid via payroll deduction).
  • Option to include dependents in Gympass - Wellhub (up to 3 dependents – paid by credit card).
  • Access to Udemy through our intranet.
  • Partnerships with major consumer brands.
  • SESC agreement for employee and dependents.
  • Discount agreements with educational institutions (undergraduate and graduate) and language schools/certification providers.
  • Group life insurance.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Genesys CloudIVRcall routingchatbotsvoicebotsSIPVoIPREST APIscloud computinglog analysis
Soft Skills
technical leadershipcollaborationproblem analysisknowledge transferoperational efficiency
Certifications
Genesys GCP certifications