Genesys Engineer (Architect Development & Call Flow Design

Position : Genesys Engineer (Architect Development & Call Flow Design) : : Only USA
Location : USA -Remote
Type of Job : Contract : 12 Months
Experience : 15+ Years

Architect Development & Call Flow Design

Design, build, test, and maintain complex inbound Architect call flows within Genesys Cloud
Develop and maintain reusable common modules to standardize business logic and improve scalability
Create dynamic call routing solutions based on business rules, customer data, schedules, skills, and priorities
Implement advanced IVR functionality including self-service automation, menu structures, secure data collection, and callback solutions
Troubleshoot and optimize Architect flows for performance, error handling, and customer experience improvements
Document flow logic, variables, reusable modules, and deployment standards
Collaborate with business stakeholders to gather requirements and translate them into technical call flow solutions

Scripting Experience

Develop and maintain Genesys Cloud Scripts for agent interactions and guided workflows
Configure dynamic scripting functionality tied to call attributes, data actions, and CRM integrations
Improve agent efficiency and consistency through streamlined script design
Troubleshoot script rendering, permissions, and integration-related issues
Support scripting enhancements for inbound, outbound, and blended environments

Data Actions & API Integrations

Build and maintain custom Data Actions using REST APIs and web services
Configure translation maps, success templates, request templates, and response mappings
Integrate external systems such as CRMs, databases, authentication platforms, payment systems, and third-party services
Troubleshoot API connectivity, authentication, timeout handling, and schema validation issues
Develop scalable integration patterns and reusable API components
Work closely with development teams and vendors to support enterprise integration initiatives

Platform Integrations & Automation

Configure and support integrations between Genesys Cloud and third-party platforms
Support Salesforce, workforce management, reporting, and analytics integrations
Assist with SSO, OAuth, and authentication-related configurations
Implement automation and orchestration solutions to improve operational efficiency
Support deployment and migration activities for Genesys Cloud environments

Operational Support

Participate in incident response and root cause analysis activities
Maintain technical documentation and operational standards
Provide support for production releases and change management activities

Required Qualifications

3+ years of experience with Genesys Cloud administration and engineering
Strong hands-on experience with Architect inbound flows and common modules
Experience building and supporting Genesys Cloud Scripts
Experience developing and troubleshooting Data Actions
Experience working with REST APIs and third-party integrations
Understanding of contact center routing concepts, queues, skills, and user management
Experience troubleshooting call flows, integrations, and authentication issues
Strong analytical and problem-solving skills
Excellent communication and documentation abilities

Preferred Qualifications

Experience with C# development preferred
Experience with Salesforce integrations and Service Cloud Voice preferred
Experience with OAuth, SSO, and identity management platforms
Experience with AWS, Azure, or cloud-based infrastructure services
Familiarity with JavaScript, JSON, and API development concepts
Experience supporting enterprise contact center environments.

Technical Skills

Genesys Cloud Architect
Inbound Call Flows
Common Modules
Genesys Cloud Scripts
Data Actions
REST APIs
JSON
OAuth / SSO
CRM Integrations
C# (Preferred)
.