Genesys Cloud Engineer - Livonia, MI

DTS is looking for Genesys Cloud Engineer for our client project in Livonia, MI

Here is an update on the role. Need Genesys over UCC

• Sean confirmed he has not seen any promising candidates and was not surprised by the difficulty.
• He emphasized they need someone with both Genesis experience and technical capabilities, especially SQL and PowerShell scripting.
• He is open to talking to local candidates, even if they do not meet every requirement.
• He clarified that experience with Genesys is priority #1, while SQLand PowerShell scripting are preferred but teachable.
• He also values hands-on experience over management experience. Candidates who have only overseen others but have not done the technical work themselves are not a fit.

Senior Cloud Engineer – Unified Communications

Role Summary
Clinet is undergoing a strategic shift from its legacy on-prem Cisco UCCE system to Genesys Cloud CX3, with a goal of modernizing its communications platform. This role will support legacy systems in the short-term while playing a critical part in the rollout, integration, and support of the new cloud-based environment. The environment is small and lean, requiring a hands-on, self-motivated individual capable of navigating ambiguity, taking initiative, and being cross-functional.

Top Technical Skills Required

• Power BI– Reporting and dashboard creation for call center metrics
• SQL– Strong data querying capabilities, including cloud-based data sources
• Scripting/Automation– PowerShell (essential), Python (preferred)
• Cloud SaaS Troubleshooting– Ability to investigate problems with limited access/logs
• Telephony Experience– Cisco UCCE, Genesys, Avaya, NEC, NICE, Five9, Dialpad, etc.

Nice to Have

• Direct experience with Genesys Cloud CX3
• Microsoft Teams Voice– Migration and support experience
• Middleware familiarity– WebSphere, Apache (legacy stack)
• E-911 systems knowledge, ideally using com
• Variant/Verintcloud call recording experience
• Contact Center Integrations– Experience blending platforms or migrating systems

Daily Duties / Projects

• Assist with Genesys Cloud CX3environment buildout (routing, SMS, dialer, AI/automation)
• Maintain and eventually retire Cisco UCCE on-premise platform
• Support and improve Power BI-based reporting(migrating from Cisco-based reports)
• E-911 implementationproject (immediate priority)
• Move call recording to the cloud(Variant/Verint)
• Support Microsoft Teams Voice, especially user cutovers and conference room integrations
• Ensure compliance, housekeeping, and configuration hygiene
• Collaborate on incident responsewith cloud platforms using limited data access

Ideal Candidate Traits

• Self-directed and can operate with minimal oversight
• Comfortable in dynamic, multi-platform environments
• Collaborative and communicative with technical and business teams
• Interested in long-term impact (but also open to contract models if needed)

Certifications (Optional but Nice to Have)

• Genesys Cloud CX3 Architect or Developer
• Microsoft Teams Voice Engineer
• CCNA/CCNP Collaboration
• Any telephony vendor certifications (Avaya, NICE, etc.)

Tools & Systems Involved

• Genesys Cloud CX3– Primary UCaaS platform
• Cisco UCCE– Legacy system (short-term)
• Power BI– Reporting
• Salesforce– Integrated with Genesys dialer
• com– E911 provider
• Variant/Verint– Call recording system
• Microsoft Teams– UC for non-contact center staff

Project Timelines

• CX3 Partial Deployment (Sales):January 2025 – Don

Important Notes

• No visa sponsorship for full-time roles
• Genesys CX3 knowledge is critical, but other similar platform experience will be considered
• CCaaS platformslike NICE, Five9, and Dialpad are relevant industry peers

Contact:

Sara Dar
Digital Technology Solutions