Lead Genesys Cloud CX Engineer

• 5+ years of experience in Genesys Cloud CX engineering or development along with software development
• Expertise in Architect flow design spanning call flows, IVRs and bots
• Proficiency in routing strategies such as ACD, skills, preferred agent and bullseye
• Skills in telephony covering SIP, trunks and call control
• Competency in digital channels like chat, email and messaging
• Knowledge of REST APIs, JSON and web services
• Background in OAuth and SSO/IdP integrations such as Azure AD, Okta and Ping
• Understanding of cloud networking fundamentals with AWS or Azure preferred
• Strong problem-solving and analytical thinking paired with excellent communication skills for technical and business audiences
• Capability to thrive in fast-paced agile environments
• Genesys Cloud CX Certified Professional (GCX-P)
• Genesys Cloud Architect Certification
• ITIL Foundation

Nice to have:

• Familiarity with AI-powered bots, sentiment analysis and speech analytics
• Background in contact center migrations such as Avaya, Cisco and Genesys Engage to Cloud CX
• Flexibility to use scripting languages including Python, PowerShell and JavaScript

• Create and refine IVR/IVA flows through Genesys Architect
• Fine-tune call routing strategies, queues, skills, schedules and user setups
• Build bots via Genesys Dialog Engine (NLU/NLP) across voice and digital channels
• Develop automation workflows that leverage Genesys Cloud APIs, web services and 3rd-party integrations
• Set up telephony components such as SIP trunks, DID routing, Edge settings and station configurations
• Activate and maintain digital channels including chat, email, messaging and social media
• Roll out new features, improvements and platform updates within a continuous improvement approach
• Connect Genesys Cloud CX to external systems like CRM, ticketing and authentication platforms
• Partner with development teams to enable middleware or backend integrations
• Oversee performance, call flows, interaction paths and platform health
• Conduct root-cause analysis of call failures, routing issues and telephony problems
• Deliver L2/L3 technical support for incidents and coordinate with Genesys Care for escalations
• Produce dashboards and custom reports through Genesys Analytics
• Administer user roles, permissions and access control while upholding SSO, data privacy and compliance standards
• Maintain documentation of configurations, flows, integrations and release changes