Senior Genesys Engineer
Extia
Remoto
As a consulting company specialized in IT and digital sectors, Extia has prioritized an approach that combines performance and well-being at work since its creation in 2007. This vision is shared today by more than 2,500 Extians across France and internationally, and has been recognized by the Great Place to Work certification for 15 years!
We believe in equal opportunity and offer every candidate the chance to reveal their potential, without distinction of any kind. At Extia, it's "First who, then what" so, let's do it!
- Change Management & Adaptability: **Comfortable navigating the transition from legacy on-premise infrastructure to cloud CCaaS environments, helping business stakeholders adapt smoothly.
Cross-Functional Communication: Ability to translate intricate telephony and software concepts into clear, accessible terms for business analyst teams, operation managers, and external vendors.
Vendor & Partner Collaboration: Diplomacy and clarity when interfacing with third-party software vendors, telecom carriers, and migration partners (e.g., Diabolocom).
Autonomy & Technical Leadership: Self-directed mindset with the drive to take ownership of complex migration workflows and technical documentation without micro-management.
We are seeking an experienced Senior Genesys On-Premise Engineer / Developer to manage and elevate our contact center ecosystem. In this role, you will maintain and optimize our robust Genesys on-premise infrastructure while playing a pivotal technical role in our strategic migration to Diabolocom.
This is a high-impact position combining core voice engineering, system architecture, cloud transition planning, and custom desktop/integration development using modern web technologies like React.
Key Responsibilities
- Genesys Engineering & Administration: Design, configure, test, and maintain Genesys On-Premise components, including inbound/outbound routing (URS), Genesys Composer/IVR workflows, Genesys Info Mart (GIM), and Pulse reporting.
- Telephony & Voice Architecture: Serve as the subject matter expert for voice infrastructure—managing SIP trunks, SBCs (e.g., AudioCodes, Oracle), VoIP routers, and underlying telecommunication protocols (SIP, RTP, SDP).
- CCaaS Migration (Diabolocom): Actively lead and participate in technical assessments, architecture planning, and execution for migrating our contact center capabilities from Genesys On-Premise to Diabolocom.
- Integrations & Frontend Development: Build and maintain seamless integrations between contact center systems, CRMs, and databases. Develop custom agent desktop interfaces and widgets using React.
- L3 Support & Troubleshooting: Provide Tier-3 technical escalation support to diagnose and resolve complex issues related to call routing, media path/voice quality, and system integration points.
Must-Have Requirements
- 5+ years of hands-on engineering experience with Genesys On-Premise architectures (Framework, URS, Genesys Info Mart, Composer/IVR, Pulse).
- Deep Telephony Expertise: Proficient with VoIP/SIP protocols, RTP, SDP, and Session Border Controllers (SBCs).
- Database & Reporting: Strong familiarity with relational databases (MS SQL, Oracle) supporting contact center reporting data.
- Language: Fluent English (written and spoken) as a primary working language.
- Frontend Development: Experience building modern, responsive web user interfaces or custom agent dashboards using React (or Vue/Angular), along with REST APIs and web services.
- Language: Strong professional proficiency in French (highly valued for collaborating with French-speaking stakeholders and key vendors like Diabolocom).