Senior Engineer: Genesys Cloud Telephony and Digital Engagement

TymeBank SA is a rapidly growing digital bank in South Africa, focused on using technology to provide accessible and affordable financial services. As a Senior Engineer: Genesys Cloud Telephony and Digital Engagement, you will be responsible for leading the implementation, management, and optimization of telephony and digital communication channels within the bank's ecosystem.

Key responsibilities include:

1. Telephony engineering: Implement telephony customer experience strategies, monitor and optimize performance, troubleshoot issues, evaluate new technologies, ensure compliance, and collaborate with cross-functional teams.
2. Chat Operations and Project Management: Implement and optimize chat workgroups, maintain standards and protocols, and enhance functionality for better user and client experience.
3. Reporting and Analysis: Design data integration solutions and make data-driven recommendations for improving operations and customer experience.

The ideal candidate will have:

• Minimum 5 years of experience as a Telephony/communication engineer in a call center environment
• Strong understanding of contact center concepts and technologies
• Over 3 years of experience configuring Genesys Cloud CX
• Experience with voice-bots and chat-bots
• Strong leadership and communication skills
• Proficiency in chat platforms and CRM software
• Knowledge of Scrum and Agile methodologies
• A degree in Computer Science, Information Technology, or equivalent
• Valid Genesys certifications

This role offers an opportunity to work with cutting-edge technologies in a fast-paced, innovative environment, contributing to TymeBank SA's mission of providing accessible and affordable financial services through technology.