Senior Genesys Cloud Engineers || || Remote

                              Genesys CLOUD EXPERIENCE IS A MUST   

 Role: Senior Genesys Cloud Engineers  (Senior Engineer – CCaaS Operations)
Openings: Two   Interviews: 2 rounds (all Virtual)
Location: 100% Remote
Contract to Hire – US Citizens ONLY.

General Challenges
We have been struggling with both roles due to:

·       Candidates having primarily on‑prem Genesys Engage experience instead of Genesys Cloud.

·       Limited candidates who meet the required years of hands‑on cloud experience.

·       Clearance requirements narrowing the talent pool.

 
1. Senior Genesys Cloud Engineers (2 openings)
Key Requirements

·       5 years of Genesys Cloud experience preferred.

o   3 years is acceptable and considered strong given market limitations.

·       Candidates must have hands-on engineering experience, not just support.

·       Must be able to hit the ground running with minimal hand-holding.

·       Strong communication skills—they will often be in meetings alone and must communicate effectively with various stakeholders.

·       Experience leading or driving projects is preferred.

·       Must have implemented at least 3 channels in Genesys Cloud:

o   Email

o   Voice

o   Outbound

o   (Inbound voice alone is not enough—too basic.)

·       If they have strong communication skills and multi-channel experience on other platforms but only 1–2 years in Genesys Cloud, we will still consider them.

Common Issues Encountered

·       Many resumes show 15–20 years of Genesys Engage (on‑prem) and very little cloud experience.

·       Candidates lacking true hands-on experience or project ownership.

·       We need engineers who can quickly learn Maximus standards and perform with minimal oversight.

Pipeline

·       Currently one candidate who passed the first screening and may be a solid fit. No other viable resumes.

JD: As a member of the Maximus Contact Center CX team the Senior Engineer should be able to configure, troubleshoot and support on Contact Center as a Service, TTY and Fax solutions that make up the Contact Center environment at Maximus.  The Senior Engineer will serve in a technical role and interact with others on the Contact Center team, other IT resources, internal Business, external Clients, and various vendors. 
Roles and responsibilities:

·       Design advanced cloud contact center solutions, including routing, IVR, workforce management, analytics and reporting to meet complex business needs leveraging AI solutions such as (CoPilot, Bedrock, Amazon Q in Connect, KoreAI and MurfAI).

·       Lead the deployment, configuration and integration of cloud contact center systems with existing IT infrastructure, ensuring seamless functionality and optimal performance. 

·       Provide senior level support and troubleshooting for complex technical issues, implementing solutions to ensure minimal disruption and system reliability. . 

·       Analyze existing and new voice and data networks (as needed) and recommend solutions 

·       Troubleshoot, maintain, upgrade, and identify problem areas and solve issues in a proactive manner  

·       Mentor and train junior engineers and other team members on functionality, best practices and troubleshooting techniques. 

·       Research emerging customer experience and conversational AI technologies, evaluate new tools and platforms, upskill on emerging customer experience innovations, and contribute to continued improvement of Maximus solutions offerings

·       Ability to communicate clearly, both verbal and written, with internal team, other IT teams, Customers, Clients and Partners 

·       Ability to work unscheduled hours in case of emergency work/outages 

·       Create comprehensive playbooks, develop support documentation, and implement automation for handling support requests on enterprise AI platform(s).

Skills:

·       Degree in a computer related field or equivalent professional technical experience. 

·       Ability to solve problems quickly and accurately. 

·       5+ years of experience in cloud-based contact center solutions, including experience in including experience in deploying, configuring and managing such systems 

·       Deep understanding of Cloud Contact Center (Genesys, Connect, NiceCX, etc.), including IVR, call flows, routing, AI, workforce management and reporting.

·       Experience with tools and services required for Cloud Contact Center Implementation and development for Genesys, Amazon Connect and/or Nice InContact.  Ie. (Genesys Architect, Amazon Connect flow builder, Lambda, DynamoDB, Lex, API Gateway)

·       Understand the basics and concepts of Generative AI and associated guard rails.

·       Strong technical skills in cloud technologies, system integration and troubleshooting. 

·       Excellent organizational, interpersonal, written, and verbal communication skills.

·       Ability to perform comfortably in a fast-paced, deadline-oriented work environment and execute many tasks simultaneously.

·       Ability to work as a team member, as well as independently.

·       Strong follow-through, ownership & responsibility of work 

·       Knowledge of HTTP requests, REST web services, and JSON.

·       Desirable: Certifications or related training/badges for Genesys, Amazon or Nice InContact.

Mohit Joshi | Kappium LLC
Sr. Technical Recruiter
Email: