Platform Engineer with Genesys
Primary stack
Nice to have's
Job description
About the Position
Platform Engineer with Genesys
About the Company
Join BMW TechWorks Romania and be part of the team redefining the future of motion, one product at a time.
Founded in 2024, with over 700+ co-workers, we are passionate about software and innovation. We lead BMW into the future of digitalization and mobility by delivering software from idea to final product.
Responsibilities
- Create setups for our markets on Genesys Cloud using internal add-ons
- Deep understanding of its various components, reporting, and data handling
- Knowledge of APIs
- Deep understanding in call flows (including advanced flows)
- Good understanding and configuring of Workforce Management, Quality Manager, and Companies
- Connecting CCT and CRM Systems for routing and data exchange (CTI, data lookups and posts, transfers) and knowledge on CRM APIs for interconnections
- Implement connections to telephony systems (via SIP Trunk), e-Mail, Chat, and social messaging (e.g., WhatsApp, Line)
- Interact with central departments, the vendor, and steer the support provider
- Escalation management
- Working on improvements
- Alignment with the product owner
- Collaboration Skills: Proficiency in agile/SCRUM environments with Atlassian tools (Confluence, Jira)
Requirements
- Bachelor’s degree in Computer Science, Software Engineering, or a related field
- Very good English on a professional level, both written and spoken
- 3 years Genesys Cloud experience
- In-depth knowledge of the architecture and functionality of Genesys Cloud Contact Center solutions
- Experience developing and customizing Genesys Cloud Architect flows (call flows, IVR)
- Proficient in using Genesys Cloud APIs for integration and automation
- Familiarity with Genesys Cloud Workforce Engagement Management (WEM) modules
- Strong skills in JavaScript/Node.js for developing microservices and serverless functions
- Experience with real-time data integration
- Proficient in cloud platforms (e.g., AWS, Azure) for hosting and scaling contact center components
- Development of bots and chatbots
- Understanding of contact center processes and KPIs (e.g., routing, queue management, reporting)
- Experience with CTI (Computer Telephony Integration) and SIP-based systems
- Knowledge of multichannel communication (voice, chat, email, social media)
- Ability to extract and visualize data from Genesys Cloud reports and analytics
- Experience using BI tools and databases for analyzing contact center metrics
- Good understanding of data protection and cloud security topics
Nice to Have
- Analytical thinking and structured problem-solving approach
- Team-oriented with strong communication skills
- High willingness to learn and adapt to new technologies
- Scaling / sizing and design of Genesys Cloud environments
We Offer
- Challenging projects shaping the mobility of tomorrow
- Great team spirit within an international team
- State-of-the-art global IT landscape and processes
- 100% implementation of the Agile Working Model methodology
- Wide range of personal & professional development opportunities
- High level of job security
- Work-Life-Balance and flexible working hours
- Dynamic and highly-motivating work environment
Contact
Cristina Crisan
IT Recruiter
Location: Cluj-Napoca, Romania
Employment Type: FULL_TIME
Remote Status: Hybrid
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