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 a 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 omnichannel integrations across SMS, Voice, and Email • Develop expertise in Genesys flow logic • Design and implement scalable solutions to complex business and technical problems • Collaborate with cross-functional stakeholders to gather requirements and translate them into technical designs in the Genesys ecosystem • Troubleshoot advanced platform issues and manage complex incidents • 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 multi-channel, multi-touchpoint SMS and email journeys • Experience implementing complex if/then logic based on CRM field values • Digital campaign management and coordination 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 knowledge of Salesforce, including Salesforce Omnichannel and Salesforce Voice • Proven experience integrating Salesforce systems with Genesys • Proven experience managing and troubleshooting complex omnichannel environments covering SMS, Voice, and Email • Ability to work directly with business stakeholders to gather requirements and design technical solutions • Strong problem-solving and critical-thinking skills for complex platform issues • Excellent written and verbal communication abilities • Ability to translate technical terminology for non-technical stakeholders

🏖️ Benefits

• Employees are empowered to choose where they want to work (from home, in the office, or a combination of both) • Flexible hours • Autonomy and impactful ownership • Mission-driven work supporting small businesses • Recognition as a Best Place to Work by Built In Boston • Great Place To Work® certified employer