Genesys Engineer

Title:  Genesys Engineer

Location:  Remote

Security Clearance: Public Trust Clearance

Schedule: Due to the nature of law enforcement work and operation, position may require occasional support outside of core working hours, as well as intermittent weekend support, mission dependent

About KACE:

When you make the decision to join KACE, you are choosing to work alongside talented professionals that have one thing in common; the passion to make a difference! KACE employees bring their diverse talents and experiences to work on critical projects that help shape the nation’s safety, security, and quality of life.

The desire to have a career that is purposeful and forward thinking is woven into every KACE employee…it’s The KACE Way.

KACE employees are; purpose driven, forward focused, open-minded, trustworthy, and invested.

The KACE Way is our commitment to our employees, to our customers, and to our communities.

Join KACE and make a difference!

Job Summary:

We are seeking a technical, highly organized, and detail-oriented Genesys Engineer to join our team.

As a Genesys Engineer, you will play a critical role in developing and maintaining Genesys solutions to support the operations of our contact center.

This position involves the design, customization, integration, and ongoing management of Genesys Cloud CX for a contact center and related technologies to ensure efficient and effective customer service operations.  You will be responsible for designing, implementing, and maintaining Genesys solutions that enhance and optimize contact center operations.

This role requires a deep understanding of Genesys’ solutions in relation to a contact center technology, as well as proficiency in customizing and integrating Genesys to meet the specific needs of a contact center environment.

Essential Functions and Responsibilities:


* Design, configure, and implement Genesys-based contact center solutions, taking into consideration the organization's specific requirements, such as call routing, IVR systems, chat, email, and more.


* Integrate Genesys solutions with other systems and applications, such as Salesforce, workforce management tools, and third-party platforms to ensure a seamless customer experience.


* Configure Genesys components, including routing strategies, voice applications, and agent desktop interfaces to meet business objectives and performance targets.


* Monitor and maintain the Genesys environment, proactively identifying and resolving issues, optimizing performance, and ensuring high availability.


* Create and maintain technical documentation, including system diagrams, configuration guides, and standard operating procedures.


* Work closely with business stakeholders and contact center teams to understand their requirements and design customized Genesys solutions that address their needs.


* Configure and customize Genesys to optimize its use in the contact center, including setting up workflo...