Telephony Expert for Genesys

Project overview

For our client, we are looking for a Telephony Expert for Genesys.

Project Goal: Embedding a Genesys telephony solution into the existing IT landscape. The focus is on a robust technical architecture, the configuration of routing logics, and the integration of relevant applications and interfaces.

Responsibilities

• Analysis of the existing telephony, contact center, and IT architecture.
• Conception of the technical embedding of Genesys into the existing system landscape.
• Configuration and optimization of routing logics for incoming contacts.
• Setup of skill-based routing, queues, priorities, and escalation rules.
• Connection of Genesys to CRM, identity, and directory services.
• Clarification of technical dependencies with architecture, infrastructure, and business departments.
• Creation of technical concepts, configuration documentation, and decision-making bases.
• Execution of tests, error analyses, and optimizations up to productive use.
• Ensuring data protection, information security, and authorization requirements in the Genesys environment.

Requirements

Project Language: German

Remote Share: 90%

Utilization: 3-4 days / week

• Several years of project experience in enterprise telephony or contact center.
• Profound knowledge of Genesys, preferably Genesys Cloud CX or Genesys Engage.
• Practical experience in the technical integration of a Genesys solution into complex IT landscapes.
• Very good knowledge of routing concepts, skill-based routing, queues, IVR, and escalation logics.
• Experience with API-based integrations as well as with connecting to CRM, IAM, and directory services.
• Understanding of SIP, VoIP, CTI, and relevant network fundamentals.
• Experience with technical tests, error analysis, and documentation.
• Knowledge of data protection, information security, and authorization concepts in the contact center environment.
• Strong communication skills for preparing technical issues for different audiences.

Project details

• Start: 2026-11-01
• Duration: 3 Monate
• Remote: hybrid
• Location: Baden-Württemberg, DE
• Languages: German