1. 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.

2. Responsibilities and key activities :

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

- 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.

2.1. Professional 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.