Genesys Cloud Engineer

Job Overview:

The Genesys Cloud Engineer is a critical technical role responsible for delivering Genesys Cloud implementation services, value add customizations, and providing exceptional customer support. This position focuses on the configuration, integration, and ongoing support of Genesys Cloud solutions. The ideal candidate will have a strong technical background, excellent problem-solving skills, experience in Genesys integration and customization, and a customer-centric mindset to ensure successful implementations and high levels of client satisfaction.

Key Responsibilities:

• System Design & Configuration
• Deployment & Integration
• Troubleshooting & Support
• Performance Monitoring & Optimization
• Documentation
• Architect, Scripts, Screen Pop & other customizations
• Collaboration
• Training & Knowledge Sharing
• Security & Compliance

Required Skills & Qualifications:

• Technical Expertise
• Programming & Scripting Skills
• Problem-Solving
• Certifications (Optional but Preferred)
• Communication
• Experience

Preferred Skills:

• Experience with multi-channel contact center systems
• Strong understanding of VoIP, SIP, WebRTC
• Excellent troubleshooting and analytical skills
• Ability to communicate effectively with technical and non-technical stakeholders
• Detail-oriented with a focus on delivering high-quality, customer-focused solutions
• Work in a self-driven, fast-paced environment
• Ability to manage multiple priorities
• Professional presentation and communication skills
• Ability to solve problems through creative thinking and determination
• Strong written and verbal communication skills
• Experience with AudioCodes or Cisco voice gateways preferred
• Daily time entry and ticket updates
• Knowledge of cloud technologies and SaaS-based solutions
• Understanding of customer experience management (CX) and contact center analytics
• Ability to work in a fast-paced, customer-focused environment

Education and Work Experience:

• A degree in Computer Science, Information Technology, or a related field is preferred
• Equivalent work experience in a technical support or system engineering role may be considered in lieu of formal education

Work Environment:

• Full-Time, Remote
• Occasional travel to client sites
• Occasional after-hours/weekend support or on-call responsibilities to address critical customer issues

Benefits:

• Competitive salary
• Health and wellness benefits
• Flexible working hours and remote work options
• Opportunities for professional development and certifications
• Full benefit suite

About Us:

• TEAMSOS is a leading IT company committed to delivering innovative technology solutions. We are dedicated to fostering a dynamic and collaborative work environment where our employees can thrive and grow professionally.