Job Summary
The Senior Genesys Cloud CX Engineer will serve as a senior technical subject matter expert responsible for designing, engineering, implementing, automating, integrating, and supporting enterprise contact center solutions built on Genesys Cloud CX. The role focuses on resolving complex technical challenges, establishing engineering standards, improving platform reliability, and reducing operational risk through automation, monitoring, and disciplined change management. The engineer will collaborate with solution architects, application teams, telecommunications specialists, and business partners to deliver secure, resilient, and highly available customer contact solutions.
Key Responsibilities
• Design, configure, and engineer enterprise contact center solutions using Genesys Cloud CX and Genesys Architect.
• Maintain and optimize inbound and outbound call flows, IVR routing logic, queues, skills, routing strategies, and wrap-up codes.
• Configure and maintain telephony systems, including trunks, sites, and number plans, and integrate them with recording and workforce management systems.
• Design, develop, and support secure integrations using Genesys Cloud Platform APIs, OAuth, REST, JSON, and Data Actions.
• Provide advanced Tier 3 engineering support, leading troubleshooting and root-cause analysis for high-impact platform incidents.
• Develop proactive monitoring and alerting solutions to identify potential platform issues before they affect operations.
• Implement platform governance using least-privilege principles for Genesys roles, permissions, OAuth clients, and integrations.
• Automate platform operations and support platform improvements to enhance reliability, security, and operational efficiency.
• Apply disciplined change management practices to reduce operational risk and maintain platform stability.
• Collaborate with solution architects, application teams, telecommunications specialists, and business stakeholders to deliver reliable contact center solutions.
Required Qualifications
• Bachelor's degree in Computer Science, Information Technology, or a related technical discipline, or equivalent professional experience.
• 7+ years of experience engineering enterprise contact center or telecommunications solutions.
• Minimum of 5 years of hands-on experience engineering Genesys Cloud CX solutions.
• Proficiency in Genesys Cloud CX and Genesys Architect.
• Experience with automatic call distribution (ACD), skills-based routing, and contact center routing strategies.
• Experience with Genesys Cloud Data Actions, Genesys Cloud APIs, and OAuth.
• Experience with Genesys CX as Code and Archy.
• Strong troubleshooting and root-cause analysis skills for complex contact center platform issues.
• Understanding of platform security, access controls, integrations, monitoring, and operational support.
