Application Engineer - Contact Centre | Contract

  • Quarry Bay
  • Contract
  • Tue Jul 22 05:24:03 2025
  • 37934

Application Engineer – Contact Center (IVR/Genesys)


Location: HONG KONG
Employment Type: Full-time, 1-year renewable Contract
Industry: Banking / Financial Services / IT

Job Description
We are seeking a Application Engineer with deep experience in enterprise application development and deployment, specifically within the Contact Center domain. The ideal candidate will have hands-on experience with IVR systems, Genesys applications, and third-party integrations, as well as strong knowledge of network infrastructure and cloud environments. You’ll play a pivotal role in designing, building, deploying, and supporting mission-critical contact center applications within a complex enterprise ecosystem.

Responsibilities

  • Build, deploy, and support enterprise applications with minimal supervision.
  • Design and maintain IVR/Contact Center solutions, integrating with Genesys and third-party platforms.
  • Work collaboratively with business and infrastructure teams to gather requirements, investigate problem areas, and provide effective solutions.
  • Develop software solutions by studying business needs, systems flow, and data usage patterns.
  • Document solutions with flowcharts, diagrams, and clear, well-commented code.
  • Define and implement system specifications, standards, and development best practices.
  • Lead tasks independently, contributing to system architecture and solution design.

Requirements

  • Bachelor’s degree in Computer Science, Engineering, or a related field.
  • At least 8–10+ years of experience working with applications on MS Windows platforms.
  • Strong experience in Contact Center technologies, including IVR, Genesys, call routing, and ACD systems.
  • Familiarity with workflow automation, business rules configuration, and business process flows.
  • Experience with Routing management, Workforce Management (WFM), and Command Center operations.
  • Good understanding of infrastructure, cloud networking, and systems integration.
  • Working knowledge of Agile, DevOps, and ITIL frameworks.
  • Comfortable using JIRA, Confluence, and Kanban boards.
  • Prior exposure to banking or financial services applications.
  • Skilled in debugging and providing production-level fixes.