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Highly specialized Genesys/CCaaS expertise and senior (8+ years) requirement reduces candidate pool.
Role requires deep contact-center, Genesys and IVR expertise, limiting cross-industry transferability.
Multiple explicit years requirements and mandatory Genesys and infrastructure skills enforce strict shortlisting.
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Own the design and detailed functional specifications of assigned IT product components within KONE's digital solutions, focusing on meeting user needs and compliance requirements.
Collaborate actively with product owners, architects, UX/UI teams, and stakeholders to deliver functional, compliant, and user-centric IT product designs along the product roadmap.
Support product lifecycle through backlog creation and refinement, stakeholder demos, training, and operational issue handling, ensuring continuous product evolution and value delivery.
8+ years experience in contact center technology with 5+ years in application development lifecycle.
5+ years hands-on implementation expertise in Genesys Cloud CX, including architecture design, APIs, scripting (JavaScript), and integrations (REST).
Bachelor’s degree in Computer Science, MIS, Engineering, or related; Master’s preferred.
Proven experience with enterprise-scale omni-channel solution design (Voice, IVR, Chat, Email, Bots), Genesys WFM and Architect flow development, and strong documentation skills.
Experienced in designing and implementing Genesys Cloud CX solutions for large-scale contact center operations with deep technical proficiency in Genesys Architect and scripting.
Data-driven and collaborative designer skilled in translating business and user requirements into technical backlog items and ensuring alignment across multi-disciplinary teams.
Acquainted with agile product development practices, capable of backlog prioritization, stakeholder communication, and facilitating end user validations and training.