Genesys Consultant

Project overview

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Configure the Genesys platform, support Middle-Office deployments, and ensure the production of the Customer Relations Center.

As part of strengthening RUN and Project activities within the Customer Relations Center (CRC) of a major client, we are looking for a Genesys & CRC Production Consultant/Engineer. At the heart of a team dedicated to telephony, routing, and omnichannel interaction solutions, your role will be crucial and strategic: you will be responsible for configuring Genesys technical resources, integrating and validating Middle-Office deployments, diagnosing production incidents, and supporting business teams.

Your Future Environment

You will work within the CRC Production & Engineering department, in close liaison with the Studies, Infrastructure, Security teams, Business Project Managers, and the Service Center (L1). In a high-availability environment requiring impeccable service continuity, you will be the technical referent for the Genesys tool and the guarantor of production industrialization. You will work on a hybrid schedule (including on-call duty, morning checks, and planned interventions outside of business hours - HNO).

Your Key Missions

Genesys Configuration, Integration & Deployment (BUILD & PROJECT Mode):

Support, Maintenance, Business & Continuous Improvement (RUN & DEVOPS Mode):

• Declare and put Middle-Offices into production by configuring Genesys technical resources via the GAX (Genesys Administrator Extension) GUI: IVR flows, agent profiles, schedules, skills, and routing rules.
• Participate in deployment planning in close coordination with the Project, Development, and Business teams.
• Perform acceptance, validation, packaging, installation, and technical qualification of new application components.
• Design, enrich, and execute technical test plans (environment preparation, results analysis, detailed report writing for GO/NO-GO decisions).
• Contribute to the automation of deployments and recurring tests using Infrastructure as Code and configuration tools (Terraform, Ansible).
• Diagnose, analyze root causes, and resolve production incidents within the assigned CRC scope.
• Write and maintain documentation, instructions, and operating procedures for internal use and the Service Center (L1).
• Assist and train Business users in daily configuration to develop their autonomy.
• Perform morning checks, participate in the on-call rotation, and carry out interventions outside of business hours (HNO).
• Propose performance and cost optimizations (FinOps) and disseminate DevSecOps and IT security best practices.

Requirements

Your Assets

Our Benefits

5 Reasons to Join Us

Our Selection Process

Ready to join a team of committed experts? Don't hesitate, join the Storm Team!

Storm Group encourages an inclusive and multicultural culture where diversity of profiles enriches our collective intelligence. By joining the Storm Team, you become part of a committed ecosystem that places the development of your talents at the heart of its strategy, while actively contributing to solidarity and reducing the environmental footprint, both within our offices and in the large-scale projects we undertake for our clients.

Work Environment

Storm Group is a consulting firm specializing in the transformation of Information Systems and Organizations. We support our clients across the entire IT value chain, from expert sourcing to strategic consulting and software engineering.

Our clientele primarily consists of major players in the banking, insurance, and finance sectors, for whom we mobilize rigorously selected consultants for their most strategic projects.

• Education: Engineering degree or Master's degree (Bac+5) in IT, telecommunications, software engineering, or information systems engineering (Profile Code P076
• N4).
• Experience: You have 4 to 8 years of confirmed experience in production engineering, with strong business and technical expertise in Customer Relations Center (Genesys) solutions.
• Imperative CRC & Production Technical Expertise:
• Mastery of the Genesys platform (Genesys Cloud, PureEngage) and its administration tool GAX (Genesys Administrator Extension).
• Solid knowledge of CRC concepts: Interactive Voice Response (IVR) systems, routing strategies, agent skills, groups, and omnichannel channels.
• Experience in IT production: packaging, technical acceptance, qualification, and writing GO/NO-GO reports.
• Knowledge of automation and IaC tools (Ansible, Terraform) as well as DevSecOps and FinOps methodologies.
• Strong skills in complex incident diagnosis and writing operational procedures.
• Behavioral Skills:
• Interpersonal skills, pedagogical approach, and support skills for Business users.
• Rigorous organization, synthesis skills, and adaptability in a dynamic environment.
• Flexibility and availability for on-call duty, morning checks, and out-of-hours interventions.
• Dual Tech & Business Expertise: Ability to translate customer journey needs expressed by business departments into precise technical configurations under Genesys.
• DevSecOps & Automation Culture: Constant reflex to automate acceptance tests and industrialize recurring operational tasks.
• Calmness and Service Mindset: Reactivity and rigorous methodology when handling production incidents or morning checks.
• 75% reimbursement of transport passes.
• Restaurant tickets subsidized by STORM GROUP at 50% (€10.5/day).
• Access to Gymlib / Wellpass (sports and well-being).
• Health/Provident insurance plan with Alan.
• Continuous training: Access to Udemy Business and support for certifications (Genesys Certified Associate/Professional, Terraform, Ansible, DevSecOps).
• Co-optation bonus, profit-sharing, and participation bonus.
• Work schedule: Hybrid remote work with on-site presence at the client's, on-call duty, morning checks, and out-of-hours interventions.
• Tailored Career Path: Co-create a unique professional trajectory adapted to your ambitions.
• Strategic Missions: Work on large-scale projects, perfectly aligned with your expertise.
• Dedicated Support: Benefit from structured annual reviews to ensure your continuous progress.
• Continuous Excellence: Develop your skills daily within a demanding ecosystem.
• Sustainable Performance: Thrive in an environment where business demands respect your work-life balance.
• Introductory call with a recruiter.
• Technical interview with in-depth technical assessment (Practical case of IVR/agent configuration via GAX under Genesys, writing a technical test plan with GO/NO-GO report, Terraform/Ansible automation scenario, and production incident management).
• Final meeting to validate fit and project outlook.

Project details

• Start: ASAP
• Duration: 1 mois
• Remote: hybrid
• Location: 75002, Paris, Île-de-France, FR
• Languages: French