Pola Mikhail Gobrail

Senior Genesys EngineerFull Time

• Job Details:• Lead the design, implementation, and optimization of complex Genesys Cloud solutions, ensuring seamless integration with third-party systems such as CRM platforms (Salesforce, Microsoft Dynamics) and internal applications. • Architecting scalable contact center solutions across multiple communication channels (voice, email, chat, social media), delivering exceptional customer experiences. • Providing strategic guidance for Genesys Cloud platform adoption, including assessing business requirements, designing custom routing strategies, and implementing automation to improve operational efficiency. • Working directly with clients to gather business requirements, designing tailored contact center solutions, and ensuring successful delivery of Genesys Cloud deployments. • Playing a key role in the migration from legacy contact center systems to Genesys Cloud, ensuring a smooth transition with minimal disruption to business operations. • Creating and maintaining comprehensive documentation for system configurations, workflows, integrations, and troubleshooting procedures to ensure consistency and ease of knowledge transfer.

Genesys System EngineerFull Time

• Job Details:• Configured and deployed Genesys Cloud and Pure Connect environments, including user management, queues, and agent groups to optimize contact center operations. • Designed and implemented custom call routing strategies using Genesys Cloud's Architect, ensuring efficient and effective customer interactions. • Integrated Genesys Cloud with third-party systems, including CRM platforms like Salesforce and other internal business applications, to improve customer data accessibility and overall workflow. • Automated processes by utilizing Genesys Cloud APIs and scripting to streamline workflows and reduce manual tasks. • Collaborated with cross-functional teams (IT, product, and customer service teams) to ensure seamless integration and efficient configuration of Genesys Cloud solutions. • Troubleshot and resolved technical issues related to Genesys Cloud, including call routing problems, integration issues, and performance optimization, to ensure minimal service disruption. • Created and maintained comprehensive documentation for system configurations, workflows, integrations, and troubleshooting procedures to ensure consistency and ease of knowledge transfer.

Junior Computer Systems EngineerFull Time

• Job Details:• Installed, maintained, and provided ongoing monitoring for open-source Linux-based distributed systems. • Managed and monitored storage file systems, including ZFS and Lustre. • Ensured reliable data backup and recovery processes using the NetBackup solution. • Adhered to and promoted high Health, Safety, and Environmental (HSE) standards. • Delivered support and troubleshooting for internal users, ensuring smooth daily operations of the Windows environment.