Role OverviewTechstra Solutions is seeking an expert Lead Genesys Cloud Engineer to lead the design, development, and implementation of sophisticated contact center routing strategies and omnichannel call flows. In this role, you will be the technical lead for Genesys Cloud CX solutions, bridging the gap between complex business requirements and high-performance technical execution. You will work within an integrated onshore/offshore model to deliver secure, scalable, and compliant customer engagement solutions, specifically tailored for our clients in the financial services sector.
Key Responsibilities- Core Routing & Flow Design: Architect, build, and maintain complex Genesys Cloud Architect flows and advanced contact center routing strategies that optimize the customer experience.
- Technical Leadership: Lead the technical design process, proposing software solutions that address complex business needs while adhering to strict industry compliance and security standards.
- Solution Engineering: Develop and configure Genesys Cloud Data Actions and integrate external systems via REST APIs to create dynamic, data-driven customer interactions.
- CI/CD & Governance: Implement and maintain Genesys Cloud CX as Code and CI/CD pipelines to ensure automated, repeatable, and high-quality deployments.
- Collaboration & Mentorship: Act as a technical steward within Agile/Scrum teams. Lead code reviews, provide technical guidance to junior team members, and ensure seamless communication across onshore and offshore development crews.
- Strategic Documentation: Create robust technical documentation, process flow diagrams, and clear user stories with actionable acceptance criteria to guide development.
Required Qualifications/Skills - Bachelor's degree in Computer Science, Information Technology, or related field
- Core Expertise: 5+ years of hands-on experience specifically in Genesys Cloud Architect, call flow development, and complex contact center routing strategies.
- Technical Proficiency:
- Strong proficiency in Genesys Cloud Data Actions and REST API integration.
- Experience with Genesys Cloud CX as Code and CI/CD processes.
- Methodology: Extensive experience working in Agile/Scrum environments, including active participation in sprint planning, retrospectives, and demos.
- Team Dynamics: Proven track record of success in hybrid onshore/offshore delivery models.
- Domain Knowledge: Ability to align technical solutions with strict banking and financial services compliance standards.
- Certification: Genesys Cloud Certification is highly preferred.
- Note: This role focuses on CX/routing architecture; no Java development is required.
Location: Pittsburgh, PA (relocation assistance is offered)
