Platform Engineer with Genesys

Who we are 

Everything at BMW TechWorks Romania begins with passion. It transforms a job into a calling. It motivates us to continually reinvent mobility and bring new ideas to life and onto the roads. Passion for collaborative projects turns a team into a strong unit where every viewpoint is appreciated. 

Whatever you aspire to, at BMW TechWorks Romania we live and breathe software and we offer a wide variety of departments and fields where you can share your professional passion with us. By delivering software all the way from the idea to the final product, we lead BMW into the future of digitalization and mobility. And this also means: 

• We search for excellence 

• We get involved 

• We keep it simple 

• We share trust 

Join BMW TechWorks on our journey of innovation and excellence as we redefine the future of motion, one product at a time. Our engineers are vital to the innovation and digitalization of BMW Group's driving machines, production, sales and banking processes, and you could be part of our evolving teams. 

What awaits you 

• Create setups for our markets on Genesys Cloud by using internal add-ons

• Deep understanding of its various components, reporting and data handling

• Knowledge of APIs

• Depp understanding in call flows (including advances flows)

• Good Understanding and configuring of Workforce Management, Quality Manager and Companies

• Connecting CCT and CRM Systems for routing and data exchange (CTI, data lookups and posts, transfers) and knowledge on CRM APIs for interconnections

• Implement connections to telephony systems (via SIP Trunk), e-Mail, Chat and social messaging (e.g. WhatsApp, Line)

• Interact with central departments, the vendor and steer the support provider

• Escalation management

• Working on improvements

• Alignment with the product owner

• Collaboration Skills: Proficiency in agile/SCRUM environments with Atlassian tools (Confluence, Jira)

What should you bring along 

• Bachelor’s degree in Computer Science, Software Engineering, or a related field

• English : Very good on a professional level, both written and spoken

• 3 years Genesys Cloud experience

• In-depth knowledge of the architecture and functionality of Genesys Cloud Contact Center solutions

• Experience developing and customizing Genesys Cloud Architect flows (call flows, IVR)

• Proficient in using Genesys Cloud APIs for integration and automation

• Familiarity with Genesys Cloud Workforce Engagement Management (WEM) modules

• Strong skills in JavaScript/Node.js for developing microservices and serverless functions

• Experience with real-time data integration

• Proficient in cloud platforms (e.g., AWS, Azure) for hosting and scaling contact center components

• Development of bots and chatbots

• Understanding of contact center processes and KPIs (e.g., routing, queue management, reporting)

• Experience with CTI (Computer Telephony Integration) and SIP-based systems

• Knowledge of multichannel communication (voice, chat, email, social media)

• Ability to extract and visualize data from Genesys Cloud reports and analytics

• Experience using BI tools and databases for analyzing contact center metrics

• Good understanding of data protection and cloud security topics

What do we offer?  

• Challenging projects with which we are shaping the mobility of tomorrow. 

• Great team spirit within an international team 

• State-of-the-art global IT landscape and processes 

• 100% implementation of the Agile Working Model methodology 

• Wide range of personal & professional development opportunities 

• High level of job security 

• Work-Life-Balance and flexible working hours. 

• Dynamic and highly-motivating work environment 

Preferred skills

• Analytical thinking and structured problem-solving approach

• Team-oriented with strong communication skills

• High willingness to learn and adapt to new technologies

• Scaling / sizing and design of Genesys Cloud environments

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