Job Title: Genesys Cloud Engineer AWS Integration
Location: Dallas, TX
Experience: 12+ Years
On C2C
Job Summary
We are seeking an experienced Genesys Cloud Engineer with strong expertise in Genesys Cloud CX and AWS cloud integration. The ideal candidate will be responsible for designing, implementing, administering, and supporting Genesys Cloud solutions while developing scalable integrations with AWS services and enterprise applications. The role requires deep technical expertise in contact center technologies, cloud-native architectures, APIs, and vendor management.
Key Responsibilities
Design, configure, implement, and maintain Genesys Cloud CX solutions, including Architect flows, IVR, ACD routing, queues, digital channels, outbound campaigns, workforce engagement, and reporting.
Develop, enhance, and support Genesys Cloud configurations and platform features based on evolving business and operational requirements.
Administer Genesys Cloud environments, including user provisioning, roles and permissions, divisions, telephony, SIP trunking, and platform security.
Monitor and optimize platform performance, availability, scalability, reliability, and overall system health.
Design, develop, and maintain integrations between Genesys Cloud CX and AWS services, including AWS Lambda, API Gateway, Amazon S3, CloudWatch, SNS, SQS, DynamoDB, EventBridge, and IAM.
Build and maintain secure REST APIs, Web Services Data Actions, serverless applications, and event-driven integration solutions.
Integrate Genesys Cloud with enterprise applications such as CRM, ERP, Identity and Access Management (IAM), ServiceNow, Salesforce, and other third-party platforms.
Troubleshoot and resolve issues related to APIs, telephony, integrations, networking, authentication, and cloud infrastructure.
Collaborate with cross-functional teams, business stakeholders, architects, AWS engineers, and third-party vendors to deliver scalable contact center solutions.
Act as the primary technical liaison between the client, Genesys Cloud, AWS, telecommunications providers, and integration partners.
Coordinate vendor-led implementation activities, upgrades, platform patches, maintenance windows, and production releases while ensuring minimal business disruption.
Implement security best practices, monitoring, logging, and operational excellence across the Genesys Cloud and AWS environments.
Prepare and maintain technical documentation, solution architecture, operational procedures, and knowledge base articles.
Provide production support, root cause analysis, incident resolution, and continuous platform improvements.
Required Skills
12+ years of overall IT experience with strong expertise in Genesys Cloud CX administration and engineering.
Hands-on experience with Genesys Cloud Architect, IVR development, routing strategies, queues, digital channels, outbound campaigns, and Data Actions.
Strong experience integrating Genesys Cloud with AWS cloud services, including Lambda, API Gateway, S3, CloudWatch, SNS, SQS, DynamoDB, EventBridge, and IAM.
Experience developing REST APIs, web services, OAuth, JSON, and event-driven integrations.
Strong understanding of SIP, VoIP, telephony, call routing, and contact center architecture.
Experience with AWS serverless architecture and cloud-native integration patterns.
Knowledge of monitoring, logging, and troubleshooting using CloudWatch and related AWS services.
Experience integrating Genesys Cloud with enterprise applications such as Salesforce, ServiceNow, Microsoft Dynamics, or other CRM platforms.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent communication and stakeholder management skills.
Preferred Qualifications
Genesys Cloud CX certifications.
AWS Certified Solutions Architect, Developer, or SysOps Administrator certification.
Experience with CI/CD pipelines, Infrastructure as Code (Terraform or CloudFormation), and DevOps practices.
Experience working in enterprise-scale contact center transformation or cloud migration projects.
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