CareersITDevelopmentSenior Genesys Engineer
IT

Senior Genesys Engineer

IT

Permanent contract

Porto, Lisbon

First who

  • Adaptability & Resilience
  • Autonomy
  • Problem Solving

Then what

Missions

  • Genesys Engineering & Administration
  • CCaaS Migration
  • Integrations & Frontend Development

Profile required

  • Gensys
  • React
  • Relational Databases

Porto

39 R. de Azevedo Coutinho
Lacs Porto Coworking
4100-100 Porto

Lisbon

Av. Miguel Bombarda
36
1050-165 Lisbon

You want to join a company that places people at the heart of its concerns? We are waiting for you at Extia!

As a consulting company specialized in IT and digital sectors, Extia has prioritized an approach that combines performance and well-being at work since its creation in 2007. This vision is shared today by more than 2,500 Extians across France and internationally, and has been recognized by the Great Place to Work® certification for 15 years!

We believe in equal opportunity and offer every candidate the chance to reveal their potential, without distinction of any kind. At Extia, it's "First who, then what" so, let's do it!

First who

First who

**Change Management & Adaptability: **Comfortable navigating the transition from legacy on-premise infrastructure to cloud CCaaS environments, helping business stakeholders adapt smoothly.

Analytical & Root-Cause Problem Solving: Methodical, structured approach to diagnosing complex, multi-layered voice quality and call-routing issues under operational pressure.

Cross-Functional Communication: Ability to translate intricate telephony and software concepts into clear, accessible terms for business analyst teams, operation managers, and external vendors.

Vendor & Partner Collaboration: Diplomacy and clarity when interfacing with third-party software vendors, telecom carriers, and migration partners (e.g., Diabolocom).

Autonomy & Technical Leadership: Self-directed mindset with the drive to take ownership of complex migration workflows and technical documentation without micro-management.

Then what

Then what

We are seeking an experienced Senior Genesys On-Premise Engineer / Developer to manage and elevate our contact center ecosystem. In this role, you will maintain and optimize our robust Genesys on-premise infrastructure while playing a pivotal technical role in our strategic migration to Diabolocom.

This is a high-impact position combining core voice engineering, system architecture, cloud transition planning, and custom desktop/integration development using modern web technologies like React.

Key Responsibilities

  • Genesys Engineering & Administration: Design, configure, test, and maintain Genesys On-Premise components, including inbound/outbound routing (URS), Genesys Composer/IVR workflows, Genesys Info Mart (GIM), and Pulse reporting.

  • Telephony & Voice Architecture: Serve as the subject matter expert for voice infrastructure—managing SIP trunks, SBCs (e.g., AudioCodes, Oracle), VoIP routers, and underlying telecommunication protocols (SIP, RTP, SDP).

  • CCaaS Migration (Diabolocom): Actively lead and participate in technical assessments, architecture planning, and execution for migrating our contact center capabilities from Genesys On-Premise to Diabolocom.

  • Integrations & Frontend Development: Build and maintain seamless integrations between contact center systems, CRMs, and databases. Develop custom agent desktop interfaces and widgets using React.

  • L3 Support & Troubleshooting: Provide Tier-3 technical escalation support to diagnose and resolve complex issues related to call routing, media path/voice quality, and system integration points.

Qualifications & Skills

Must-Have Requirements

  • 5+ years of hands-on engineering experience with Genesys On-Premise architectures (Framework, URS, Genesys Info Mart, Composer/IVR, Pulse).
  • Deep Telephony Expertise: Proficient with VoIP/SIP protocols, RTP, SDP, and Session Border Controllers (SBCs).
  • Database & Reporting: Strong familiarity with relational databases (MS SQL, Oracle) supporting contact center reporting data.
  • Language: Fluent English (written and spoken) as a primary working language.

Strong Assets

  • Frontend Development: Experience building modern, responsive web user interfaces or custom agent dashboards using React (or Vue/Angular), along with REST APIs and web services.

  • Language: Strong professional proficiency in French (highly valued for collaborating with French-speaking stakeholders and key vendors like Diabolocom).

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Your agency

Porto
Lisbon

In 2025, Extia Portugal continues its growth and opens an agency in Porto. The team already counts with 20 IT consultants who operate in the Finance, Banking and Insurance sectors. Catarina has joined the adventure to manage the new office along with Maria, the Portugal HR lead, to strengthen the relationship with current clients and expand Extia's activity in the North of Portugal. The Extians in Porto have the mission to champion the "First who, then what" philosophy throughout the Northern region.

+351 930 498 611

cvale@extia-consulting.pt