Genesys Cloud Engineer to serve as the technical owner for our Genesys Cloud CX environment, with a strong focus on outbound dialer strategy, administration, performance and optimization. This role helps strengthen internal platform ownership, improve contact center productivity and support the technology that helps CPI protect what matters most.
This full-time role is based in-office, in our headquarters in Charlotte, North Carolina.In this role, you will partner with contact center leadership, Salesforce and business application teams, analytics, IT, carriers and vendors to translate business goals into reliable Genesys Cloud solutions. You will support outbound campaigns, inbound routing, Architect flows, integrations, reporting, workforce engagement and emerging AI-enabled capabilities.
What You'll Do- Own the configuration, administration, monitoring and optimization of Genesys Cloud outbound dialing capabilities.
- Design and maintain outbound campaigns, contact lists, campaign sequences, dialing modes, schedules, callable time sets, queue assignments, wrap-up mappings and attempt controls.
- Monitor dialer performance and recommend improvements based on contact rates, abandonment, utilization, answer patterns, queue conditions and business priorities.
- Partner with Salesforce and business stakeholders to support daily calling plans, customer data dependencies, campaign priorities and agent workflows.
- Troubleshoot campaign execution, contact list errors, dialing behavior, carrier responses, routing issues and agent delivery concerns.
- Maintain compliance-related dialer settings, including calling windows, attempt limits, suppression controls and audit documentation in partnership with Legal and Compliance.
- Administer Genesys Cloud users, roles, permissions, queues, skills, wrap-up codes, divisions, telephony settings and platform integrations.
- Build and support Genesys Architect flows, ACD routing, skills-based routing, schedules, prompts, data actions, callbacks and queue behavior.
- Troubleshoot voice quality, SIP, VoIP, carrier connectivity, trunks, routing, recording and contact center incidents.
- Support dashboards, reporting, data exports, APIs, webhooks, OAuth, JSON and secure integrations with Salesforce and related platforms.
- Evaluate and support Workforce Management, Quality Management, recording, forecasting, scheduling and AI capabilities such as Agent Copilot and interaction summarization.
- Create documentation, runbooks, diagrams and knowledge articles to improve support readiness and reduce vendor dependency.
What We're Looking For- Bachelor's degree in Information Technology, Computer Science, Telecommunications, Engineering or related field preferred; equivalent experience considered.
- 5+ years of enterprise contact center or telecommunications experience.
- 3+ years of hands-on Genesys Cloud CX administration or engineering experience.
- Strong experience designing, configuring and optimizing Genesys Cloud outbound campaigns and contact lists.
- Knowledge of dialing modes, campaign sequencing, call pacing, callable time sets, attempt controls, call analysis, queue delivery, wrap-up handling and campaign reporting.
- Experience with Genesys Architect, ACD routing, skills-based routing, queues, telephony configuration and analytics.
- Working knowledge of SIP, VoIP, carrier services, call routing, network fundamentals and voice troubleshooting.
- Strong documentation, change management, stakeholder communication, vendor management and problem-solving skills.
- Ability to participate in scheduled after-hours maintenance and critical incident response as needed.
Preferred Qualifications- Genesys Cloud CX certifications or equivalent demonstrated expertise.
- Experience with high-volume outbound contact center operations and multiple concurrent campaigns.
- Experience integrating Genesys Cloud with Salesforce or another enterprise CRM.
- Familiarity with REST APIs, webhooks, OAuth, JSON, data actions, Microsoft Azure, SQL, identity access management or enterprise monitoring tools.
- Experience supporting AI-enabled contact center capabilities, digital channels, bots, speech analytics or text analytics.
