Job#: 3055427 Job Description: IVR Engineer - Genesys CX
Location: Orlando, Florida (On-site)
Role Overview
We are seeking an IVR Genesys CX Engineer to join our team. This individual will play a key role in supporting and optimizing a completed migration from inContact to Genesys CX within a large-scale enterprise environment. The ideal candidate will have a strong hands-on experience with Genesys CX, a developer mindset, and the ability to quickly assess existing platform configurations, troubleshoot issues, and partner with stakeholders to drive continuous improvements across the contact center ecosystem.
Key Responsibilities
- Analyze and assess the current Genesys Cloud CX environment to understand architecture, configurations, integrations, and operational processes.
- Support post-migration stabilization and hypercare activities following the transition to Genesys Cloud CX.
- Troubleshoot and resolve complex contact center issues impacting inbound and outbound operations for a large agent base.
- Partner with internal teams and business stakeholders to optimize customer and agent experiences.
- Support ongoing strategic initiatives, including Salesforce integration, new location openings, collections integrations, and partner onboarding.
- Configure and maintain Genesys Cloud CX solutions, including routing, queues, data tables, flows, and campaigns.
- Provide recommendations for platform optimization, scalability, and operational efficiency.
- Collaborate with vendors and internal technical teams to resolve issues and implement solutions.
Required Qualifications
Experience: An IVR Engineer background with a solid working knowledge of Genesys CX (cloud version) is required. The candidate should be able to understand the existing environment and assist with problem resolution and project-based work. Experience with contact center operations supporting both inbound and outbound channels is necessary.
Technical Skills: A strong knowledge of routing and queue management, IVR and call flows, agent and supervisor tools, and reporting and analytics is required. Candidates must possess the initiative and soft skills to work effectively within a team.
Preferred Qualifications
- Scripting experience with other languages to extend platform capabilities.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
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