Senior Genesys Systems Engineer

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Forward Financing

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

💸 Finance

💳 Fintech

🤝 B2B

💰 $250M Debt Financing on 2021-05

Finance • Fintech • B2B

Forward Financing is a company that provides fast and flexible financing solutions for small businesses. They specialize in offering capital to small businesses that may struggle to secure funding from traditional financial institutions. With a simple application process, businesses can receive funding decisions within hours and may have funds transferred the same day. Their revenue-based financing model allows payments to adjust with the business's revenue. Forward Financing aims to provide clear and transparent terms, ensuring customer satisfaction and trust. They have been recognized for their excellent service and are rated highly by small business owners.

📋 Description

• Act as shared owner and primary subject matter expert and system administrator for the Genesys contact center platform • Configure, manage, and continuously optimize contact center routing, IVR, and omnichannel workflows • Manage and optimize integrated SMS, voice, and email communications • Become an expert in Genesys flow logic • Design and implement scalable solutions to complex business and technical problems • Gather requirements from cross-functional stakeholders and translate them into technical designs within the Genesys ecosystem • Troubleshoot advanced platform issues and manage complex incidents • Ensure long-term system health and stability • Monitor system performance and capacity • Lead integrations with the internal CRM and third-party tools • Co-develop features with Salesforce colleagues

🎯 Requirements

• 5+ years of extensive experience as a Genesys Administrator, Engineer, or Architect • Genesys Cloud CX experience highly preferred • Deep technical expertise in the Genesys platform, including solution architecture, advanced routing, API integrations, and omnichannel capabilities • Experience creating and maintaining complex automated multichannel, multitouchpoint SMS and email journeys • Experience implementing complex if/then logic based on CRM field values to initiate, pause, and cancel cadences • Ability to coordinate campaign journeys with marketing to avoid overlap • Autodialer campaign management, including creating, recycling, and filtering multiple campaigns simultaneously • Experience using Predictive Engagement features in Genesys to trigger outreach • Advanced understanding of telecom concepts, WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing • Proven experience working with Genesys Support, telecom carriers, and third-party vendors to resolve P1/P2 incidents under strict SLAs • Strong Salesforce knowledge, specifically Salesforce Omnichannel and Salesforce Voice • Proven track record integrating Salesforce systems with Genesys • Proven experience managing and troubleshooting complex SMS, voice, and email omnichannel environments • Demonstrated ability to gather requirements from business stakeholders and design technical solutions for complex operational challenges • Strong problem-solving and critical-thinking skills • Excellent written and verbal communication abilities, including translating technical terminology for non-technical stakeholders

🏖️ Benefits

• Flexible hours • Flexible work location: work from home, in the office, or a combination of both • Medical insurance • Dental insurance • Vision insurance • Flexible time-off policy • Paid parental leave • RRSP match • Wellness reimbursement • Volunteering days • Annual professional development budget • Charitable donation match • Virtual and in-person team events and opportunities to celebrate team wins • Comprehensive total rewards package • Potential additional 10% annual bonus