Genesys configuration Specialist

KONE

Founded in 1910, KONE is a global leader that provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization that add value to buildings throughout their life cycle. Our mission is to improve the flow of urban life and make our world’s cities better places to live by providing innovative solutions that help make people’s journeys safe, convenient and reliable. Our operations in over 60 countries around the world has helped us achieve our position as an innovation and sustainability capitalism and others. leader with repeated recognitions by Forbes , Corporate Knights for clean KONE’s vision is to create the Best People Flow experience by providing ease, effectiveness and experience to our customers and users. In line with our strategy, Sustainable Success with Customers, we will focus on increasing the value we create for customers with new intelligent solutions and embed sustainability even deeper across all of our operations. By closer collaboration with customers and partners, KONE will increase the speed of bringing new services and solutions to the market. KONE Technology and Innovation Unit (KTI) is where we combine the physical world – escalators and elevators – with smart and connected digital systems. We are changing and improving the way billions of people move within buildings every day. We are on a mission to expand and develop new digital solutions that are based on emerging technologies. KONE IT is a global team of expert professionals working along with business functions and area teams to develop new capabilities and enable new business opportunities. We are trusted partners of KONE business lines and functions to develop, transform, manage and run their information technology solutions. We support KONE in its digital transformation journey by introducing e.g. digital cloud-based IT services, artificial intelligence (AI) and automation to support productivity, business growth and technological disruption. Sustainability, curious mindset and innovation are at the core of everything we do, and this makes us an integral part of KONE’s success.

Purpose

Configuration Specialist contributes to the technical design and configuration of the application. S/he defines the optimal configuration with maximal utilization of out-of-the-box functionality (vs. KONE specific customization).

Configuration Specialist validates technical design of changes and their implementation in production environment. S/he ensures all changes are recorded and managed by following IT Change Management process.

Configuration specialist also take care of operational support of the application.

Responsibilities and key activities

This section includes the responsibilities and key activities that the Configuration Specialist is responsible and/or accountable for.

Responsibilities And Key Activities

Maintain up-to-date technical specification documentation in accordance with applicable architecture guidelines, is accountable for overall quality of the technical documentation of own solution and/or platform.
Provide technical guidance to the development and/or support team.
Actively collaborate with stakeholders to plan, coordinate, and communicate technical design of new feature development, enhancement and change request. Ensure integrity and availability of the Enterprise IT solution and/or platform.
Responsible for technology management activities and supporting in all tasks related to technical health, upgrade, and maintenance of the IT systems.
Play an active role in cyber security compliance.
Participate in operational excellence initiatives such as DevOps adoption and automation.
Support in license compliance and cost optimization.
Technical design and specification documents (for projects and continuous development).
Data standards, technical data models of own solution and/or platform; data integration diagram and data mapping at technical level according to KONE data standards.
Approval of unit test cases and unit test results, performance, and security test plans.
Technical training materials for support purpose.

2.1Professional Requirements

Key Responsibilities

Translate business and technical requirements into scalable application solutions
Collaborate with Project Managers and clients to define and refine application requirements
Design and develop integrations between Genesys Cloud and backend CRM/database systems
Develop and maintain core PureCloud handlers and integrations
Conduct unit, functional, and integration testing for stability and reliability
Deploy and implement applications in client environments
Maintain and support existing applications, troubleshoot issues, and implement enhancements
Monitor system errors and participate in on-call rotations
Handle TAC/Engineering escalations as required
Update customer environments based on configuration changes
Ensure project delivery within scope, budget, and timelines
Provide technical mentoring to CCaaS developers and QA analysts
Participate in technical interviews and hiring recommendations
Accurately forecast utilization and consulting revenue
Lead ongoing technical training and skill development initiatives
Demonstrate professionalism while representing the organization to clients and vendors

Technical Expertise

Deep expertise in Genesys Cloud CX development
Experience with Genesys Engage / Cloud / Multi-Cloud platforms
Strong understanding of Contact Center domain and CCaaS architectures
Application architecture and system integration expertise
Strong troubleshooting and escalation handling skills
Experience integrating CRM systems, databases, and third-party APIs
Knowledge of system hardware/software troubleshooting
Configure queues, skills, routing rules, and call flows.
Manage IVR menus and scripts.
Perform testing before deployment.
Maintain configuration documentation
Act as Incident Owner for Genesys Cloud platform issues.
Participate in incident triage and provide platform expertise.
Participate in Sev1 and Sev2 incident calls and ensure timely communication to stakeholders.
Ensure delivery of RCA for all Sev1 and Sev2 incidents within agreed timelines.
Deliver configuration changes, enhancements, and optimizations to the Genesys Cloud environment.
Implement pre-approved changes in alignment with ITIL change processes.
Coordinate with Professional Services
Maintain accurate operational documentation following changes.

General Responsibilities

Perform unplanned activities or priority shifts directed by the Service Owner/SPOC.
Support transition activities for new features, new sites, or new platform components.
Ensure all platform work adheres to governance, security, and service management standards.
Skills & Experience
Hands-on operational experience administering Genesys Cloud CX.
Strong understanding of contact center technologies: routing, IVR, telephony, SIP, queues, skills, ACD behavior.
Experience with incident, problem, and change management processes (ITIL-aligned).
Ability to troubleshoot call flows, routing issues, disconnects, and platform anomalies.
Experience working with vendor support teams (e.g., Genesys Care).
Strong documentation skills and ability to produce clear procedures.
Ability to coordinate major incidents and provide calm, structured communication.
Competence in analyzing logs and diagnostic information.
Experience creating/modifying call flows in Genesys Architect.
Working knowledge of reporting within Genesys Cloud.
Understanding of network fundamentals related to VoIP and cloud telephony.
Experience supporting enterprise contact centre environments.
ITIL Foundation certification.
Knowledge of integrations (APIs, web services, bots) beneficial but not mandatory.
Strong ownership mindset with a customer-focused approach.
Excellent communication skills – able to interface with users, managers, vendors, and technical teams.
Highly organized with the ability to manage multiple priorities.
Problem-solver with analytical thinking and attention to detail.
Collaborative team player with a proactive improvement mindset.
Confident handling urgent and high-pressure incident situations
Ability to lead and mentor a team of developers and QA engineers
Strong customer-focused mindset
Ability to forecast and manage utilization effectively
Ability to clearly communicate complex technical concepts

Technology Stack

Genesys Cloud / Multi-Cloud platforms – Primary
XML, SOAP, REST, JavaScript, JSON, HTML – Primary
Proficient with Microsoft Visio and Office tools
Contact Center Domain Knowledge – Primary
Calabrio / Genesys WFM

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on https://careers.kone.com/en/