Senior Engineer CCaaS Operations (Genesys Cloud)

Location: 100% Remote

Duration: Contract-to-Hire

Client is seeking two Senior Genesys Cloud Engineers to join our Contact Center CX team. This is a high-impact, technical role focused on designing, configuring, and supporting enterprise-level Contact Center as a Service (CCaaS) solutions.

The ideal candidate is a "hands-on" engineer who has moved beyond basic support and can lead complex cloud migrations and implementations. We are specifically looking for professionals who have transitioned into the Cloud and can hit the ground running with minimal oversight.

• Genesys Cloud Expertise: Minimum 3 5 years of dedicated Genesys Cloud experience.

  • Note: We are looking for Cloud native experience; 15+ years of Genesys Engage/On-Prem is not a substitute for hands-on Cloud engineering.

• Multi-Channel Implementation: Proven experience implementing at least three channels in Genesys Cloud: Voice, Email, and Outbound (Inbound voice alone is insufficient).

• Technical Ownership: Ability to lead projects, drive technical decisions, and communicate effectively with stakeholders in high-level meetings.

• Citizenship: Must be a due to federal contract requirements.

• Design & Architecture: Create advanced CCaaS solutions including routing, IVR, WFM, and analytics.

• AI Integration: Leverage cutting-edge AI solutions (CoPilot, Bedrock, Amazon Q, KoreAI, MurfAI) to enhance contact center capabilities.

• Deployment: Lead the configuration and integration of cloud systems with existing IT infrastructure to ensure seamless performance.

• Support & Troubleshooting: Provide Tier 3 level support for complex technical issues, ensuring minimal service disruption.

• Proactive Maintenance: Identify problem areas, perform upgrades, and analyze voice/data networks to recommend proactive optimizations.

• Mentorship: Train junior engineers on Genesys functionality, best practices, and troubleshooting techniques.

• Documentation: Create comprehensive playbooks and support documentation for enterprise AI platforms.

• Education: Degree in Computer Science or equivalent professional technical experience.

• CCaaS Deep Dive: Expert knowledge of Genesys Architect, call flows, and reporting.

• Cloud Ecosystem: Experience with Amazon Connect flow builder, Lambda, DynamoDB, Lex, and API Gateway.

• Modern Web Tech: Proficiency with HTTP requests, REST web services, and JSON.

• Generative AI: Understanding of GenAI concepts and associated security guardrails.

• Soft Skills: Exceptional written and verbal communication; ability to work independently in a fast-paced, deadline-oriented environment.

• Certifications: Genesys Cloud Certified Architect or Professional (Highly Desirable).

• Emerging Tech: Experience with conversational AI and NLU/NLP technologies.