Genesys Pureconnect

We are seeking a highly experienced and skilled Genesys PureConnect Engineer to join our team. The ideal candidate will have a minimum of 7 years of hands-on experience in the Genesys PureConnect environment, with a strong focus on troubleshooting, support, and maintenance. This role is critical to ensuring the stability, performance, and reliability of our contact center operations. You will be responsible for providing technical expertise, resolving complex issues, and implementing best practices to optimize our Genesys PureConnect platform.

Provide advanced-level support for the Genesys PureConnect platform, including the CIC server, Interaction Administrator, Interaction Designer, Interaction Attendant, Interaction Recorder, and Interaction Dialer.

Lead the troubleshooting and resolution of complex technical issues related to call routing, IVR, reporting, and integrations with third-party systems.

Perform routine maintenance tasks, including system upgrades, patch management (e.g., SU Updates, ES Updates), and health checks to ensure optimal system performance.

Monitor system performance and proactively identify potential issues to prevent service disruptions.

Collaborate with cross-functional teams, including IT, network engineering, and business stakeholders, to diagnose and resolve problems.

Develop and maintain comprehensive documentation, including system diagrams, troubleshooting guides, and standard operating procedures.

Provide mentorship and guidance to junior team members, acting as a subject matter expert for all things Genesys PureConnect.

Participate in an on-call rotation for after-hours and weekend support as needed.

Implement and manage system configurations, custom handlers, and IVR scripts to meet business requirements.

Ensure the Genesys PureConnect environment adheres to security policies and best practices.

7+ years of hands-on experience with Genesys PureConnect (formerly Interactive Intelligence/ININ).

Proven expertise in troubleshooting and supporting large-scale, multi-site Genesys PureConnect environments.

Strong knowledge of core Genesys PureConnect components, including Interaction Center (CIC), Interaction Designer (handlers), Interaction Attendant, and Interaction Dialer.

Solid understanding of contact center operations, call flow, and business processes.

Experience with VoIP, SIP, and related telephony protocols.

Proficiency in diagnosing network-related issues that impact the Genesys environment.

Experience with system maintenance, including applying patches and updates.

Excellent problem-solving, analytical, and communication skills.

Ability to work independently and collaboratively in a fast-paced environment.

Familiarity with ITIL concepts and agile methodologies is a plus.

Genesys PureConnect certifications (e.g., ICCS, ICCE, ICDE).

Experience with database technologies, particularly SQL, for reporting and data analysis.

Knowledge of other Genesys products (e.g., Genesys Cloud, PureEngage) is a bonus.

Experience with scripting or programming languages (e.g., C#, .NET) for custom handler development.

Experience with Windows Server administration.