Senior Genesys Cloud Engineer

Overview

On Site
Hybrid
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - 12 Month(s)

Skills

API
Cloud Computing
Cloud Architecture
Genesys
DevOps
Scripting

Job Details

Key Responsibilities:

  • Lead the design, development, and implementation of Genesys Cloud CX solutions.

  • Serve as a subject matter expert (SME) for Genesys Cloud platform integrations and configurations.

  • Analyze business requirements and translate them into effective call flows, IVR designs, and routing strategies.

  • Design and maintain complex call routing logic using Architect workflows.

  • Develop and support integrations with CRM systems (e.g., Salesforce, ServiceNow), workforce engagement tools, and APIs.

  • Monitor platform performance, implement proactive alerts, and conduct root cause analysis for incidents.

  • Mentor junior engineers and provide technical leadership on cloud transformation projects.

  • Stay current with Genesys Cloud CX roadmap and release notes, proactively applying new features to improve performance.

  • Work with stakeholders and vendors to align technology capabilities with business needs.

Required Qualifications:

  • 14+ years of experience in contact center engineering, with at least 5+ years on Genesys Cloud CX.

  • Deep understanding of Genesys Cloud architecture, features, and capabilities (Voice, Chat, Email, SMS, WEM, etc.).

  • Proficiency with Architect, Interaction Routing, and API integrations.

  • Experience with scripting languages (JavaScript, Python, or similar) and REST APIs.

  • Strong knowledge of telephony (SIP, VoIP), networking concepts, and cloud infrastructure.

  • Familiarity with DevOps practices and CI/CD pipelines for Genesys configurations.

  • Excellent communication, documentation, and stakeholder engagement skills.

  • Genesys certifications (e.g., Genesys Cloud Certified Professional) are highly preferred.

Preferred Skills:

  • Experience migrating from Genesys Engage or other legacy platforms to Genesys Cloud CX.

  • Familiarity with call recording, quality management, workforce management, and speech analytics modules.

  • Working knowledge of security best practices in cloud environments.

  • Exposure to Agile/Scrum methodologies.

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