Responsibilities
The Senior Engineer 6 Genesys Cloud is responsible for the design, configuration, implementation, and support of Genesys Cloud contact center solutions. This role provides advanced technical expertise across telephony, routing, integrations, and platform administration. The Senior Engineer works closely with architects, project managers, and customer stakeholders to ensure highquality delivery, system stability, and alignment with business requirements.
The Senior Engineer plays a key role in ensuring the successful deployment and ongoing performance of Genesys Cloud solutions. This position directly contributes to customer satisfaction, operational efficiency, and the overall success of cloud transformation initiatives.
- Configure and implement Genesys Cloud features including voice, digital channels, IVR/Architect flows, queues, routing strategies, and workforce engagement components.
- Perform detailed technical analysis, requirements gathering, and solution validation for customer environments.
- Develop and maintain system configurations, call flows, integrations, and supporting documentation.
- Troubleshoot and resolve complex issues related to telephony, SIP, routing logic, APIs, and platform performance.
- Support migration activities from legacy contact center platforms to Genesys Cloud, including testing, cutover, and postdeployment stabilization.
- Collaborate with crossfunctional teams to ensure solutions meet functional, technical, and security requirements.
- Monitor system performance, identify optimization opportunities, and implement improvements.
- Provide technical guidance to junior engineers and contribute to internal knowledgesharing initiatives.
- Stay current with Genesys Cloud updates, new features, and industry best practices.
- Participate in oncall rotations or afterhours support as required.
Qualifications
- Bachelor27s Degree in Arts/Sciences (BA/BS) Preferred
- 6 plus years of experience in contact center engineering, cloud technologies, or telephony systems.
- Handson experience with Genesys Cloud, including Architect, telephony configuration, routing, and system administration.
- Strong understanding of SIP, VoIP, carrier services, and network fundamentals.
- Experience with REST APIs, integrations, and troubleshooting tools.
- Ability to analyze complex technical issues and provide effective solutions.
- Strong communication and documentation skills.
- Problem Solving and Analytical Thinking
- Adaptability
- Genesys Cloud certifications (GCA, GCP, GCV) preferred
- Experience with scripting or automation (e.g., PowerShell, Python) preferred
- Familiarity with AWS, Azure, or other cloud platforms preferred
- Experience with workforce engagement management, digital channels, or AI/IVA solutions preferred
- Background in professional services or enterprise support environments preferred
Work Locations:
At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!
