This is more than an engineering role; you will be a key player in a collaborative team, translating our business needs into a robust, scalable, and resilient technical reality.
What You'll Do
- Architecture & Design: You will design, document, and own the end-to-end technical architecture for our Contact Center solutions, ensuring they meet the highest standards for security, scalability, and performance.
- Implementation & Migration: You will lead the hands-on technical execution of platform enhancements and migrations, including onboarding new business units onto the Genesys Cloud platform.
- System Engineering: You will engineer and optimize complex omnichannel call flows, advanced routing strategies, IVR systems, and critical integrations with backend systems like CRM and WFM.
- AI & Automation: You will be at the forefront of innovation, architecting and integrating AI-powered solutions like chatbots, voicebots, and agent-assist tools to improve the experience for both our customers and our agents.
- Advanced Troubleshooting: You will serve as the final point of escalation for complex technical incidents, performing deep-dive analysis to ensure swift resolution and maintain platform stability.
- Collaboration: You will partner closely with the Product Owner, Application Managers, and Project Managers to ensure technical plans are feasible and aligned with our strategic goals.
Your Expertise
- Platform Proficiency: Expert-level, hands-on experience architecting and administering Genesys Cloud is essential.
- Contact Center Technologies: You have deep technical knowledge across:
- Omnichannel Routing
- ACD/IVR and complex flow design
- Workforce Engagement Management (WEM)
- Outbound dialing campaigns
- Voice Infrastructure (SBCs, SIP trunks, Telco)
- API and platform integrations
Who You Are
- A Natural Team Player: You thrive in a small, collaborative team environment. You believe that we create more value together by sharing knowledge and supporting each other.
- An Excellent Communicator: You are fluent in both written and spoken English and can clearly articulate complex technical ideas to both technical and non-technical colleagues.
- A Proactive Problem-Solver: You are driven by a challenge and have a passion for finding the root cause of an issue. You take ownership and see things through to resolution.
- Committed to Care: You understand that the technology we build has a direct impact on people in need. You are dedicated to building reliable and high-quality solutions that make a real difference.
- A Builder and Innovator: You are excited by the opportunity to not only maintain a platform but to evolve it, bringing new ideas and automation to the table.
In Falck we build on a legacy of more than one hundred years in healthcare and emergency services. With a presence in 25 countries, our 25,000 skilled professionals delivered more than 9.5 million services last year. We are committed to care, and to care for others, we need to take care of ourselves. That is why we continuously promote engagement, diversity, health, and safety among our employees. Every day, we work to advance sustainable healthcare. And every day, we turn care into action.
Our global functions are integral to enabling the organisation to live our purpose. Through dedication and expertise, these teams support Falck in delivering care and making a meaningful difference in people's lives. If you are motivated by contributing to something greater, Falck is the place to bring care into your career.
