Senior Engineer: Genesys Cloud Telephony and Digital Engagement

2 weeks ago

Johannesburg, South Africa Tyme Full time

About TymeBank:

TymeBank SA is a rapidly growing digital bank in South Africa, focused on using technology to provide accessible and affordable financial services. In this position, the engineer will apply their expertise in configuring and integrating telephony, chat, and automation technologies to enhance customer interactions.

Our Principles and Attitude:

  • The incumbent must show a committed alignment to the Values and Guiding Principles of TymeBank’s culture, and his/her conduct must exemplify this:
  • To enable understanding in our staff and our customers about how money really works through transparency and simplicity
  • Affordable mindset:  When solving a process/problem – use a technology/automation mindset to ensure that we keep our Affordable promise to our clients
  • Anti-Fragility: Talent must be fit for a demanding environment with World Class Standards
  • Collaboration: Co-creation of processes that can be used multiple times Globally

About the role:

As a Senior Engineer: Genesys Cloud Telephony and Digital Engagement at TymeBank SA, this role will be responsible for leading the implementation, management, and optimization of telephony and digital communication channels within the bank’s ecosystem.

You will ensure the reliability and performance of these systems, working closely with internal teams and external partners to introduce new technologies. Your leadership will support TymeBank SA’s commitment to innovation and seamless customer engagement across multiple digital platforms.

Location: Johannesburg, GP, South Africa

Responsibilities:

1. Telephony engineering:

  • Implement agreed telephony customer experience strategies to support business and service operations objectives using configuration, integration and / or development approaches.
  • Monitor and optimize telephony performance, capacity, and security.
  • Troubleshoot and resolve telephony system issues, working closely with cross-functional teams and vendors as needed.
  • Evaluate new telephony technologies and solutions, making recommendations for improvements and upgrades.
  • Ensure compliance with telephony-related regulations, standards, and best practices.
  • Create and maintain documentation related to telephony systems, configurations, and procedures.
  • Collaborate with IT teams, network engineers, and other stakeholders to integrate telephony technology seamlessly.
  • Work closely with the Customer Care environment to continuously improve the operational leverage of new telephony technologies.

2.  Chat Operations and Project Management:

  • Play an active role in the implementation phase of Chat workgroup within the Customer Care environment.
  • Optimize chat workflows to improve efficiency and customer satisfaction.
  • Implement and maintain chat standards, service levels and protocols.
  • Troubleshoot and resolve escalated customer issues promptly.

Continuously enhance chat functionality to enable greater User and Client Experience

3.  Reporting and Analysis:

  • Design and recommend best practice solutions with regards to data integration with respect to Customer Care and associated Tyme platforms.
  • Make data-driven recommendations for enhancing chat and telephony operations and customer experience.

Requirements

Experience Required:

  • Proven experience (minimum 5 years) as a Telephony/communication engineer within a call centre environment including systems integration (e.g: API’s and streaming technologies)
  • Strong understanding of contact centre concepts, architectures, protocols, and standards (e.g., SIP, VoIP, CTI, ACD, IVR).
  • >3 years in configuring Telephony and omni-channel customer engagement systems in particular Genesys Cloud CX
  • Experience with creating voice-bots, chat-bots including training of intentions and utterances
  • Strong leadership and people management skills.
  • Proficiency in chat platforms and customer service / CRM software.
  • Excellent business and technical communication skill and interpersonal abilities.
  • Good time management and project management skills and the ability to prioritise in a fast-paced environment using Scrum and Agile methodology.
  • An ability to work with data to identify issues and bottlenecks.
  • Understanding of the digital landscape and the benefits technology can bring to provide customer centred solutions.
  • Knowledge and practicable experience of performance management
  • Exceptional people leadership capability with the ability to inspire and motivate people.

Qualification/s Required:

  • Degree in Computer Science, Information Technology, or an equivalent qualification
  • Advanced experience with a SaaS call centre solution, preferably Genesys .
  • Valid Genesys certifications such as:
  • Genesys Cloud CX: Certified Professional (GCX-GCP); and
  • Certified Developer (GCX-GCD) or Certified Architect (GCX-ARC) or equivalent.

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