Senior Genesys Cloud CX3 Engineer

ONLY FOR LOCAL TO MI CANDIDATES. NO C2C ALLOWED. NO SPONSORSHIP AVAIABLE. CTH ROLE.

We are seeking a highly skilled and versatile Senior Genesys Cloud CX3 Engineer to lead the design, integration, and optimization of our enterprise contact center solutions. This role requires deep expertise in Genesys Cloud CX3, with strong working knowledge of Cisco voice infrastructure, Verint Workforce Optimization, Microsoft Teams, and Power BI for reporting and analytics. The ideal candidate will play a key role in delivering seamless, secure, and data-driven customer engagement experiences.

Key Responsibilities:

• Design, configure, and maintain Genesys Cloud CX3 environments, including Architect call flows, routing strategies, and integrations.
• Collaborate with cross-functional teams to integrate Cisco UCCE/UCM and Verint WFO/WEM solutions into the contact center ecosystem.
• Develop and maintain IVR scripts, queues, skills, and user profiles in Genesys Cloud.
• Ensure high availability, performance, and security of contact center platforms.
• Implement and support workforce management, quality monitoring, and speech analytics using Verint.
• Troubleshoot and resolve complex issues across Genesys, Cisco, and Verint platforms.
• Monitor system performance and generate reports using CUIC, Genesys Analytics, and Verint dashboards.
• Participate in change management, documentation, and compliance processes.
• Provide technical leadership and mentorship to junior engineers and support staff.

Required Qualifications:

• Bachelor s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Experience with SIP, VoIP, and network protocols.
• Strong communication and documentation abilities.
• Hands-on experience with Genesys Cloud CX3 platform, including configuration, administration, and troubleshooting.
• Strong understanding of Genesys Architect for call flow design, IVR scripting, and routing strategies.
• Proficiency in configuring queues, skills, user roles, and permissions within the Genesys Cloud environment.
• Ability to monitor and analyze contact center performance using Genesys Cloud reporting and analytics tools.
• Knowledge of Omnichannel capabilities including voice, chat, email, and social media within Genesys Cloud.
• Knowledge of compliance and security standards related to call recording and data retention.
• Integrate E911 solutions with platforms such as Cisco UCM/UCCE, Microsoft Teams, and Genesys Cloud.
• Collaborate with safety and facilities teams to maintain accurate location databases and emergency response plans.
• Knowledge of ITIL practices and experience in enterprise environments.
• Strong understanding of Microsoft Teams architecture, administration, and voice capabilities (Direct Routing, Phone System, Teams-certified SBCs).
• Experience managing Teams policies, user provisioning, and Teams Rooms configurations.
• Experience with Teams PowerShell modules for automation and configuration.
• Microsoft certifications such as MS-700: Managing Microsoft Teams or Microsoft 365 Certified: Teams Administrator Associate are a plus.