About Us:

Wesal CX is a specialized information technology and communications solution provider in Saudi Arabia, UAE and Egypt serving all the middle east. Wesal CX, holds an outstanding experience in providing unique services and solutions to our clients in many sectors like in health care, education, commercial, Automotive, and governmental sectors. Our passion for constant improvement in providing superior IT solutions is coupled with our aim to earn the trust of and build long-term relationships with our clients. This is achieved through hard work, constantly high-quality service and honesty

About the Role

We’re looking for a highly skilled Senior Genesys Cloud Engineer to lead the design, development, Implementation, optimization and support of Genesys Cloud CX platform. As a key technical expert, you’ll work closely with cross-functional teams to deliver scalable, reliable, and customer-centric communication systems that elevate our customer experience strategy.

Key Responsibilities

· Document existing infrastructure associated with the contact center solutions as well as ongoing changes to the environment.

· Produce high availability designs to ensure seamless processing during application failure or environment disruptions.

· Design and support transport and infrastructure routing strategy development focusing on a multi-carrier SIP environment.

· Design, develop, test, and promote code to address new business requests and support ongoing needs for the contact center, including the ongoing development efforts for the voice platform.

· Lead voice requirements gathering, developing use case documentation and partnering with business partners to deliver solutions.

· Provide production support for issues raised because of client feedback.

· Analyze call data and call flows for existing applications.

· Manage and work with various infrastructure teams.

· Coordinate with internal technical teams and vendors where appropriate to gain assistance and resolve problems with the platform.

· Troubleshooting Genesys Engage related components.

· Solution Deployment (Genesys Engage).

· Go-live Support.

· Works closely in communication with project teams to deliver assigned project tasks.

· Define scope, plans, and deliverables for assigned basic projects.

· Maintain security, integrity, and business continuity controls and documents.

• Ensure all deliverables adhere to the timelines, quality and performance.
• Customize routing strategies, IVRs, bots, integrations (REST APIs), and call flows using Architect and Genesys tools.

Qualifications

Technical Skills:

• 5+ years of experience in contact center technologies with at least 3 years focused on Genesys Cloud CX.

· SIP and IP telephony.

· Capturing, analyzing and troubleshooting SIP Traffic.

· Voice/signaling over TCP and UDP on IP LAN/WAN networks.

· Databases’ languages.

· Strong knowledge of Microsoft Office Suite, command-line tools.

· Good Knowledge of VoIP Environment.

· Strong understanding of SIP, RTP, SBCs, and QoS for VoIP communication

· Implementation and customization of Microsoft Platforms "Microsoft Dynamics CRM.

· Network Administration (CCNA, CCNP (Routing & Switching) certificate would be a plus.

· System Administration (Active directory- DNS- DHCP - Back up & restore).

· MS SQL Administration.

· Experience with REST APIs, web services, webhooks, middleware platforms and integrating with enterprise applications.

· Install, configure, upgrade, monitor, tune and backup software environments.

· Installation and configuration of GSM Gateways.

· Manage Virtualization Environment (Hyper-V, vSphere).

· Gather requirements and develop solutions to deliver the desired customer experience.

· Translates business and functional requirements into documented technical specifications or User Stories.

· Strong knowledge of networking design and networking troubleshooting tools such as Wireshark.

· Functional understanding of the advanced design and implementation of network, IT infrastructure.

· Ability to troubleshoot and diagnose, on-site or remotely, issues related to hardware, software, VoIP or network connectivity.

· Ability to adapt to changes in priorities and direction as business dictates.

· Ability to integrate Genesys solutions and customized applications into the client environment.

• Excellent critical thinking and problem-solving.

Preferred:

• Genesys certifications (e.g., Genesys Cloud Certified Professional or Architect).
• Experience with workforce engagement management (WEM), analytics, and reporting in Genesys.
• Familiarity with tools like Salesforce, Zendesk, or ServiceNow.
• Experience in regulated industries (e.g., healthcare, finance) is a plus.

Personal Skills:

• Effective time management and organization skills.

• Strong written / verbal communication skills and customer interaction skills with users of all levels.

• Interpersonal skills.

• Problem-solving.

• Discipline in appointments.

• Sense of Accountability & Responsibility.

• Excellent organizational and prioritization skills.

• Able to work in a team environment as well as take direction and work through issues independently to achieve business outcomes.

• Diligent and organized.

• Open to travel if need arises.

• Ethical and loyal.

• Teamwork.

• Punctual.

• Flexible.

• Team player.

• Ability to work under high-pressure situations.

• Concentration and logical thinking.

• Analysis.

• Critical thinking.

Why Join Us?

• Work with cutting-edge CX technologies in a cloud-first environment.
• Join a collaborative, innovation-driven team.
• Competitive salary, benefits, and career growth opportunities.
• Make a measurable impact on customer satisfaction and operational excellence.
  

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