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Genesys Contact Center/CX

• Posted 2 days ago • Updated 17 hours ago

Contract W2

On-site

Depends on Experience

Fitment

Dice Job Match Score™

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Job Details

Skills

SIP Trunking
Collaboration
User Experience
Reporting
Analytics
Technical Writing
Real-time
Analytical Skill
Conflict Resolution
Problem Solving
Communication
Google Cloud Platform
Google Cloud
Migration
Workforce Management
Call-recording
Quality Assurance
Computer Networking
DNS
Dragon NaturallySpeaking
TCP/IP
Firewall
Load Balancing
Customer Relationship Management (CRM)
Amazon Web Services
Microsoft Azure
Genesys
SIP
RTP
Interactive Voice Response
Routing
Incident Management
Root Cause Analysis
Network
Customer Experience
Cloud Computing
Innovation
Operational Excellence
VoIP
Telephony
Recruiting
DICE

SIP Trunking
Collaboration
User Experience
Reporting
Analytics
Technical Writing
Real-time
Analytical Skill
Conflict Resolution
Problem Solving
Communication
Google Cloud Platform
Google Cloud
Migration
Workforce Management
Call-recording
Quality Assurance
Computer Networking
DNS
Dragon NaturallySpeaking
TCP/IP
Firewall
Load Balancing
Customer Relationship Management (CRM)
Amazon Web Services
Microsoft Azure
Genesys
SIP
RTP
Interactive Voice Response
Routing
Incident Management
Root Cause Analysis
Network
Customer Experience
Cloud Computing
Innovation
Operational Excellence
VoIP
Telephony
Recruiting
DICE

Summary

Genesys Cloud Engineer
Remote
3-6 month contract

Are you a contact center technology expert with deep experience in Genesys Cloud and enterprise voice platforms? We're seeking a Genesys Cloud Engineer to support, enhance, and optimize a large-scale contact center environment. This role is ideal for an engineer who thrives troubleshooting complex telephony issues, designing call flows, and improving customer experience through reliable contact center solutions.

What You'll Do

Administer, configure, and support Genesys Cloud CX, Genesys Engage, or PureConnect environments.
Design and maintain contact center solutions including IVRs, call routing, queues, and skills-based routing.
Configure and support SIP trunking, voice gateways, telephony integrations, and VoIP infrastructure.
Troubleshoot complex voice quality, call routing, signaling, and connectivity issues.
Analyze SIP and RTP traffic to identify and resolve service disruptions.
Collaborate with business stakeholders to implement contact center enhancements and new capabilities.
Perform upgrades, migrations, integrations, and ongoing platform maintenance.
Monitor system performance and proactively optimize reliability and user experience.
Support contact center reporting, analytics, and operational improvements.
Partner with networking, infrastructure, and application teams to resolve cross-functional issues.
Maintain technical documentation, architecture diagrams, and operational procedures.
Participate in on-call support and incident response activities as needed.

Required Qualifications

3+ years of experience supporting Genesys contact center technologies.
Hands-on experience with one or more of the following:
- Genesys Cloud CX
- Genesys Engage
- Genesys PureConnect
Strong understanding of:
- SIP (Session Initiation Protocol)
- RTP (Real-Time Transport Protocol)
- IVR design and configuration
- VoIP architecture and troubleshooting
Experience diagnosing and resolving complex voice quality, telephony, and routing issues.
Knowledge of contact center operations and customer experience technologies.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent verbal and written communication abilities.

Preferred Qualifications

Genesys Certified Professional (Google Cloud Platform) certification.
Experience with cloud contact center migrations and transformations.
Knowledge of workforce management, call recording, and quality assurance solutions.
Understanding of networking fundamentals including DNS, TCP/IP, firewalls, and load balancing.
Experience integrating contact center platforms with CRM, ticketing, or third-party applications.
Familiarity with AWS and/or Azure cloud platforms.

Key Skills
Genesys Cloud CX Genesys Engage PureConnect SIP RTP IVR Design Call Routing VoIP Telephony Infrastructure Contact Center Operations Incident Management Root Cause Analysis Network Troubleshooting Cloud Contact Center

Why Join Us?
You'll play a key role in delivering reliable, scalable, and high-performing contact center solutions that directly impact customer experience. This position offers the opportunity to work with modern cloud communications technologies, enterprise-scale voice environments, and cross-functional teams focused on innovation and operational excellence.

#GenesysCloud #GenesysCX #ContactCenter #VoIP #Telephony #CloudEngineer #InfrastructureEngineer #CXTechnology #Hiring #RemoteJobs

#dice

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: infogrup
Position Id: 23205
Posted 2 days ago

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