Overview
Remote
On Site
Full Time
Skills
Operational Efficiency
Innovation
Mentorship
Interactive Voice Response
Cisco
Customer Relationship Management (CRM)
Web Services
Reporting
Dashboard
Routing
Workforce Management
Telephony
SIP
Codecs
API
OAuth
Collaboration
Migration
Genesys
Cloud Computing
Customer Experience
Scripting
JavaScript
Python
Health Care
LinkedIn
Legal
Insurance
Job Details
Transform customer experience technology as a Lead CCaaS Engineer at EPAM. You'll architect and implement sophisticated Genesys Cloud CX solutions while leading complex migration projects from legacy platforms, ensuring seamless transitions that enhance operational efficiency and elevate customer interactions.
At EPAM, you'll work on cutting-edge technologies, solve complex challenges, and shape the future of digital innovation. With access to continuous learning, mentorship, and global projects, your expertise will drive meaningful change.
Req.#932766886
RESPONSIBILITIES
REQUIREMENTS
WE OFFER
At EPAM, you'll work on cutting-edge technologies, solve complex challenges, and shape the future of digital innovation. With access to continuous learning, mentorship, and global projects, your expertise will drive meaningful change.
Req.#932766886
RESPONSIBILITIES
- Design and implement comprehensive Genesys Cloud CX solutions including advanced routing strategies, IVR flows, and multi-channel integrations
- Lead end-to-end migration projects from legacy platforms like Avaya, Cisco, and Genesys Engage to Genesys Cloud CX
- Develop sophisticated Architect flows for omnichannel interactions including voice, chat, email, and bot integrations
- Create seamless integrations between Genesys Cloud CX and enterprise CRM systems using APIs, web services, and custom data actions
- Collaborate with telephony teams to configure complex voice infrastructure including SIP trunks, BYOC implementations, and SBCs
- Optimize contact center performance through data-driven analysis of call flows, routing logic, and reporting dashboards
REQUIREMENTS
- 3+ years of hands-on experience implementing and configuring Genesys Cloud CX in enterprise environments
- Demonstrated success leading contact center migration projects from legacy platforms to cloud-based solutions
- In-depth knowledge of Genesys Architect, routing strategies, outbound campaigns, digital channels, and workforce management
- Strong understanding of telephony concepts including SIP, SBCs, trunking, codecs, and call flow architecture
- Experience with API integrations, OAuth implementation, event notifications, and custom data actions
- Ability to collaborate effectively with cross-functional teams in fast-paced migration projects
- Genesys Cloud CX certifications (Professional, Developer, Architect) and scripting experience (JavaScript/Python) (Optional)
WE OFFER
- Medical, Dental and Vision Insurance (Subsidized)
- Health Savings Account
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Short-Term and Long-Term Disability (Company Provided)
- Life and AD&D Insurance (Company Provided)
- Employee Assistance Program
- Unlimited access to LinkedIn learning solutions
- Matched 401(k) Retirement Savings Plan
- Paid Time Off
- Legal Plan and Identity Theft Protection
- Accident Insurance
- Employee Discounts
- Pet Insurance
- Employee Stock Purchase Program
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