Description
Senior Systems Engineer, Genesys
Team: Development (Engineering)
Location: Sydney, Australia
Commitment: Permanent
Workplace Type: hybrid
Flare is a leading provider of advanced benefits and onboarding solutions designed for the modern workplace. Backed by MYOB and serving over one million employees nationally, we're a fast-growing, diverse team of 100+ employees on a mission to make the world of work better, easier, and more beneficial for everyone.
Are you ready to take end-to-end ownership of a world-class Genesys Cloud telephony platform? At Flare, we offer an outstanding opportunity to play a key role in designing, configuring, and evolving our call flows, routing logic, IVR, and telephony integrations. You'll collaborate with business partners and technology teams to ensure flawless customer communications.
About the Role
-Ā Build, design, configure, and maintain IVR flows and call routing strategies in Genesys Cloud CX
-Ā Set up and manage SIP trunks, DID numbers, call queues, and agent lines
-Ā Perform line provisioning, voice gateway configuration, and trunk diagnostics
-Ā Collaborate with product and sales to gather routing logic requirements and translate them into IVR solutions
-Ā Monitor and troubleshoot telephony issues to ensure high availability and performance
-Ā Support integration with third-party telephony infrastructure and systems
-Ā Conduct regular system health checks and capacity planning for voice systems
-Ā Ensure compliance with security and call recording regulations
-Ā Build and maintain integrations between Genesys, Salesforce, and other systems
-Ā Act as the technical escalation point for complex contact-center issues, leading root-cause analysis and continuous improvement initiatives
What You'll Need
-Ā Proven experience in configuring Genesys Cloud CX telephony and setting up IVR systems
-Ā Strong hands-on experience with Architect call flows, queues, skills-based routing, and IVR menus
-Ā Experience managing carrier relationships and troubleshooting issues across platforms
-Ā Proven capability designing and maintaining telephony integrations using APIs, web services, and event-based workflows
-Ā Deep understanding of SIP, VoIP, DID provisioning, and related telephony protocols
-Ā Experience troubleshooting production issues and performing root cause analysis
-Ā Solid understanding of call recording, CTI, security, and compliance requirements
-Ā Ability to build and maintain dashboards and reports to support decision-making
-Ā Familiarity with CI/CD processes and deployment practices for cloud contact centre platforms
-Ā Experience translating business requirements into scalable telephony and routing solutions
Our Culture & BenefitsĀ
Our values have stood the test of time.Ā If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.Ā Ā
Ā
š£Enjoy a flexible, hybrid workplace that brings balance to how you work, all of our centrally located offices come together forĀ a number of in-person celebrations and social eventsĀ
š£Set up your home office with a little financial help from us, and take advantage of great corporate discounts and vouchers from top retailersĀ
š£Benefit from our partnership with Sonder, which supports the wellbeing of our team membersĀ
š£Unlock your potential via in-house training and programs, LinkedIn Learning, conferences and study assistanceĀ Ā
š£Access to a variety of leave options available to support your wellbeing, including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, community leave, study leave, and moreĀ
š£Join our communities, built around āWellnessā, āBelongingā and the āPlanetā where you can make a meaningful contributionĀ Ā
Ā
At MYOB, weāre all about embracing difference and backing people to be their true selves. Weāre proud to be an equal opportunity employer and big believers that the best hires donāt just fit our culture ā they add to it. That means bringing your unique contributions, lived experiences, and fresh perspective to the table.
Love the sound of MYOB and this role but donāt tick every single box in this ad? Apply anyway! Studies show that women and underrepresented groups often hold back if they donāt meet every requirement ā but we want to hear from you.Ā
Weāre proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.Ā Ā
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