Ciao, Olá, こんにちは, Bok!
At Flight Centre Travel Group (FCTG) our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something amazing – travel!
As the Genesys Platform Engineer you'll be responsible for improving our customer journeys and agent experiences while delivering significant business value through our omni-channel contact centre as a service, with a focus on integration to our ecosystem.
You will play a critical role in ensuring seamless integration, efficient channel routing and engagement, and optimal customer and user experience. If you enjoy collaborating with cross-functional teams to design, implement, and maintain robust solutions, ensuring high availability and performance to support business objectives, please apply!
Day to day:
• Design and Implement Solutions: Architect and develop innovative Genesys solutions to support omni-channel contact centre operations.
• Ensure Seamless Integration: Collaborate with cross-functional teams to integrate Genesys Cloud with CRM platforms, telephony systems, and digital channels.
• Optimize System Performance: Conduct regular system audits, proactively addressing performance issues to ensure high availability and reliability.
• Enhance Customer and Agent Experiences: Implement best practices in routing, IVR, and self-service solutions to improve customer journeys and agent workflows.
• Provide Expert Support: Troubleshoot complex platform issues, serving as the escalation point for critical incidents and delivering effective solutions.
• Maintain Documentation and Compliance: Keep comprehensive records of system configurations and integrations, ensuring adherence to company policies and industry standards.
You'll be perfect for the role if you have:
• Genesys Expertise: Over 5 years of hands-on experience with Genesys Cloud development and operations, with a strong understanding of IVR and routing strategies.
• Technical Proficiency: Solid grasp of RESTful APIs, microservices architecture, and familiarity with telephony systems and protocols.
• Problem-Solving Skills: Strong analytical abilities to diagnose and resolve complex issues, ensuring seamless platform performance.
• Collaboration and Teamwork: Proven ability to work effectively within cross-functional teams, fostering a collaborative environment to achieve project goals.
• Excellent Communication: Superior verbal and written communication skills, capable of conveying technical concepts to non-technical stakeholders.
• Business Insight: Understanding of financial impacts and business drivers to make informed technical decisions that support business objectives.
• Agile Methodologies: Experience in Agile environments, managing timelines and dependencies, and delivering quality software solutions.
Office hours: Standard, however will require outside of hours due to Global nature of the role.
What you'll enjoy:
- Tick destinations off your bucket list with our discounts on travel and accommodation.
- Employee Share Scheme through Equate Plus.
- Access to in-house financial and health services, and internal 24/7 gym.
- Receive ongoing training and professional development through the Flight Centre Landing.
- Preference for internal progression through Brightness of Future: Employees have the right to see a clear pathway to achieving career ambitions.
- Global career opportunities in a network of brands and businesses at your fingertips.
- Proud Corporate Social Responsibility platform through the Flight Centre Foundation, and Brighter Futures programs.
- Various social events to promote networking, the celebration of wins, and sometimes just for fun! (Global Gathering 2024 - Portugal, 2025 - Los Angeles).
We value you:
Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.
Who we are:
Since our beginning, our vision has always been to open up the world for those who want to see.
As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting! Together, we are a family (we call ourselves Flighties).
We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their Brightness of Future.
We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities.
Irreverence. Ownership. Egalitarianism.
#LI-KC1#LI
