Genesys Workforce Engagement Management Specialist

Our client, a leading insurance company, is seeking a Genesys Low-Code Developer to design and optimise customer communication workflows.

The role focuses on low-code development and system customisation within Genesys Cloud, leveraging native tools such as Architect, routing, and configuration to deliver efficient customer journeys with minimal custom development.

Key Responsibilities

• Configure and maintain Genesys Architect flows (voice, chat, email)
• Set up and optimise routing, queues, and skills-based logic
• Customise the platform to support customer service journeys
• Implement lightweight integrations using Data Actions and APIs
• Enhance self-service capabilities and reduce agent dependency

Key Requirements

• Strong experience with Genesys Cloud (Architect, routing, queues)
• Experience in low-code/configuration-driven environments
• Understanding of contact centre operations and CX journeys
• Familiarity with APIs and Data Actions

Role Scope

This is a configuration-focused role, prioritising:

• Low-code solutions and Genesys customisation
• Rapid iteration using native platform capabilities
• Minimal reliance on custom Back End development

Success Measures

• Increased self-service adoption
• Improved support efficiency and response times
• Scalable and maintainable Genesys configurations

If interested please send us a copy of your CV.