Hiring - Genesys Cloud Contact Center Engineer (SME/Tier IV)

Hi

Greetings from BizTech Fusion!

We are seeking an experienced Genesys Cloud Contact Center Engineer (SME/Tier IV) to design, implement, support, and optimize enterprise contact center solutions built on Genesys Cloud CX. This role involves advanced troubleshooting, system integration, automation, and collaboration with cross-functional teams to ensure high availability and performance of contact center services.

Position Title: Genesys Cloud Contact Center Engineer SME/Tier IV
Location: Remote (US Region Only, Eastern Time)
Duration: 12 Month Contract with possible renewal
Tax: W2, 1099

Job Description
Key Responsibilities
Design, configure, and maintain contact center solutions within Genesys Cloud CX. Manage call flows, Architect flows, routing, queues, and user provisioning. Implement IVR solutions, ACD strategies, and omnichannel capabilities (voice, chat, email, messaging). Act as the escalation point for complex production issues. Perform root cause analysis and implement permanent fixes. Monitor system performance, availability, and reliability. Develop and maintain integrations using REST APIs and web services. Work with tools like Salesforce, ServiceNow, or other CRMs. Automate workflows using scripting (Python, JavaScript). Integrate third-party systems (WFM, speech analytics, bots). Configure SIP trunks, telephony carriers, and BYOC deployments. Work with cloud platforms such as Amazon Web Services or Microsoft Azure. Ensure secure and scalable architecture. Implement CI/CD pipelines for contact center configurations. Use version control tools (e.g., Git). Automate deployment and configuration management. Ensure adherence to security standards and compliance requirements. Implement role-based access control and data protection policies. Create and maintain technical documentation and runbooks. Collaborate with architects, developers, QA, and business stakeholders. Provide mentorship to Tier I/II engineers.

Required Skills & Qualifications
Strong hands-on experience with Genesys Cloud CX. Expertise in IVR design, call routing, and Architect flows. Experience with APIs, webhooks, and integrations. Knowledge of SIP, VoIP, and telephony protocols. Familiarity with cloud environments (AWS/Azure). Scripting/programming (Python, JavaScript, or similar). 5+ years in contact center technologies. 3+ years specifically with Genesys Cloud or similar platforms. Preferred certifications: Genesys Cloud CX certifications, Cloud certifications (AWS/Azure).

Soft Skills
Strong analytical and problem-solving skills. Excellent communication and stakeholder management. Ability to work in a fast-paced, 24/7 support environment. Leadership and mentoring capability.

Nice-to-Have
Experience with Workforce Management (WFM) tools. Knowledge of AI bots and conversational platforms. Exposure to speech analytics and reporting tools.