Senior Engineer: Genesys Cloud Telephony and Digital Engagement
TymeBank SA is a rapidly growing digital bank in South Africa, focused on using technology to provide accessible and affordable financial services.
Johannesburg, South Africa
Backend
Senior Software Engineer
In-Person
5+ years of experience
Finance
Description For Senior Engineer: Genesys Cloud Telephony and Digital Engagement
TymeBank SA is a rapidly growing digital bank in South Africa, focused on using technology to provide accessible and affordable financial services. As a Senior Engineer: Genesys Cloud Telephony and Digital Engagement, you will be responsible for leading the implementation, management, and optimization of telephony and digital communication channels within the bank's ecosystem.
Key responsibilities include:
- Telephony engineering: Implement telephony customer experience strategies, monitor and optimize performance, troubleshoot issues, evaluate new technologies, ensure compliance, and collaborate with cross-functional teams.
- Chat Operations and Project Management: Implement and optimize chat workgroups, maintain standards and protocols, and enhance functionality for better user and client experience.
- Reporting and Analysis: Design data integration solutions and make data-driven recommendations for improving operations and customer experience.
The ideal candidate will have:
- Minimum 5 years of experience as a Telephony/communication engineer in a call center environment
- Strong understanding of contact center concepts and technologies
- Over 3 years of experience configuring Genesys Cloud CX
- Experience with voice-bots and chat-bots
- Strong leadership and communication skills
- Proficiency in chat platforms and CRM software
- Knowledge of Scrum and Agile methodologies
- A degree in Computer Science, Information Technology, or equivalent
- Valid Genesys certifications
This role offers an opportunity to work with cutting-edge technologies in a fast-paced, innovative environment, contributing to TymeBank SA's mission of providing accessible and affordable financial services through technology.
Last updated 14 days ago
Responsibilities For Senior Engineer: Genesys Cloud Telephony and Digital Engagement
- Implement telephony customer experience strategies
- Monitor and optimize telephony performance, capacity, and security
- Troubleshoot and resolve telephony system issues
- Evaluate new telephony technologies and solutions
- Ensure compliance with telephony-related regulations and standards
- Create and maintain documentation for telephony systems
- Collaborate with IT teams and stakeholders for seamless integration
- Implement and optimize chat workgroups within Customer Care
- Maintain chat standards, service levels, and protocols
- Enhance chat functionality for improved user and client experience
- Design data integration solutions for Customer Care and associated platforms
- Make data-driven recommendations for improving operations and customer experience
Requirements For Senior Engineer: Genesys Cloud Telephony and Digital Engagement
Java
JavaScript
- Minimum 5 years of experience as a Telephony/communication engineer in a call center environment
- Strong understanding of contact center concepts, architectures, protocols, and standards
- Over 3 years of experience in configuring Genesys Cloud CX
- Experience with creating voice-bots, chat-bots including training of intentions and utterances
- Strong leadership and people management skills
- Proficiency in chat platforms and customer service / CRM software
- Excellent business and technical communication skills
- Good time management and project management skills using Scrum and Agile methodology
- Ability to work with data to identify issues and bottlenecks
- Understanding of the digital landscape and technology benefits for customer-centered solutions
- Knowledge and practical experience of performance management
- Degree in Computer Science, Information Technology, or an equivalent qualification
- Valid Genesys certifications (GCX-GCP and GCX-GCD or GCX-ARC or equivalent)
Jobs Related To TymeBank SA Senior Engineer: Genesys Cloud Telephony and Digital Engagement
