Genesys Cloud Engineer / Omnichannel Consultant

Description

Job Summary: Inetum is seeking an Expert Genesys Cloud and Avaya Consultant to transform complex interactions into elegant flows and design the future of communication—optimizing customer experience and ensuring platform stability. Key Highlights: 1. Design and maintain complex flows in Genesys Cloud Architect. 2. Implement advanced routing strategies. 3. Optimize voice and digital channel configurations. **Company Description** **Are you looking for a project where your talent truly matters?** At **Inetum**, we are leaders in digital services and consulting—but above all, we are a community of **28\.000 experts** present across 19 countries. In Spain, we have been recognized as **Top Employer 2026** for the fourth consecutive year, certifying that we place our people at the center. **What sets us apart:** * **Real Impact:** We develop technological solutions that improve the daily lives of millions of people. * **Flexibility \#WOW:** Enjoy a truly hybrid work model adapted to your lifestyle. * **Continuous Growth:** You will work with cutting-edge technologies (AI, Cloud, Cybersecurity) in a continuous learning environment. * **Talent Commitment:** We believe diversity and inclusion are drivers of creativity. Through initiatives such as Women@Inetum, we actively work to enable all talent to flourish without barriers. If you want to join an innovative, flexible company committed to your well-being, **Inetum is the place for you!** **Job Description** Are you passionate about transforming complex interactions into elegant flows? At **Inetum**, we don’t just configure tools and platforms—we design the future of communication. We are looking for an **Expert Consultant** in **Genesys Cloud**, and why not, with experience—if possible—in **Avaya**, who wants to take automation and routing to the next level. **Your Challenge: The Impact of Your Role** As a key member of our Omnichannel Consulting team, your mission will be: * **Cutting-Edge Architecture:** You will design and maintain complex flows in *Genesys Cloud Architect*, translating business logic into seamless experiences. * **Routing Engineering:** You will implement advanced strategies (Skills\-based routing, Bullseye, fallback mechanisms) to ensure every customer reaches the right expert. * **Total Connectivity:** You will build and support critical integrations via APIs and *Data Actions*, connecting Genesys with external systems through REST. * **True Omnichannel Experience:** You will optimize voice and digital channel configurations for a 360° experience. * **Operational Excellence:** You will guarantee platform stability and lead resolution of high-level issues, always driving automation. **What We’re Looking For in You (Your DNA)** * **Real Experience:** At least 3–5 years “in the ring” specifically with **Genesys Cloud** and **Avaya**. * **Transformation & Customization Mindset:** Expert mastery of *Architect* and advanced routing configuration to delight customers. * **Tech\-Savvy Profile:** Solid foundation in system integration (APIs/REST); programming knowledge (JavaScript, Python or similar) is a plus. * **Cloud Native:** You understand cloud fundamentals and security as if they were second nature. * **Language:** Ability to work in international environments (English level B2 or higher). **Why Join Our Team?** * **Scale Challenges:** Inetum offers you the opportunity to continuously work with the latest innovative solutions—from any location in Spain and abroad. * **Technological Vanguard:** Participation in **innovation projects** enabling truly **omnichannel customer experiences**, integrating all types of digital channels: **voice, email, Webchat, VoiceBot, WhatsApp, Social**, etc. * **Innovation Culture:** Your initiative to improve processes and automate is valued and rewarded here. * **100% Remote / Hybrid Work** * **Paid Official Certifications** **Requirements** * **Certification on the Genesys Cloud platform (GC\-CX).** * **Knowledge and experience implementing BOTs** using Genesys Cloud technology (Genesys Dialog Engine Bot Flow, Intent Miner,…) * Experience in **integrating AI/ML solutions**, LLM models, and conversational systems (Google Dialogflow, Nuance MIX, LUIS, Copilot) * Knowledge and experience implementing and managing architectures with **Avaya Aura Contact Center (AACC)** and managing/administering **ASP R6\.0 (Avaya Solutions Platform) infrastructure and AES systems.** * **Valuable:** Experience implementing projects with other CCaaS solutions—Amazon Connect, Salesforce Service Voice, Cisco, Odigo, etc. * Desirable: Degree in Computer Science or Telecommunications. * Experience in Agile and Scrum environments **Additional Information** WHAT DO WE OFFER? * ️ You’ll become part of a large team of professionals driven by curiosity and motivation for technology. * You’ll work full-time with a flexible schedule and real remote work. ‍ Company-provided training so you can continue developing and progressing within your personalized career path. You’ll be able to attend relevant industry events and conferences. ✍ Permanent contract. Stability and a positive work environment. Competitive salary. Access to group-wide benefits. Flexible compensation and additional benefits