EPAM Systems

Lead Genesys Cloud CX Engineer

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SeniorHybryda·WrocławFull-time

#382897·Dodano 4 miesiące temu·2

Źródło: EPAM Systems

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Tech Stack / Keywords

CloudWeb ServicesAzureSecurityJSONJava JavaScript Microsoft Azure

Podsumowanie oferty

You will architect, build, configure, and support customer experience and contact center solutions on the Genesys Cloud CX platform. This involves creating and architecting flows, connecting systems, setting up routing strategies, and ensuring optimal platform performance aligned with business goals.

Wymagania

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

Obowiązki

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

Benefity

Engineering community of industry professionals
Friendly team and enjoyable working environment
Flexible schedule and opportunity to work remotely within Poland
Chance to work abroad for up to 60 days annually
Business-driven relocation opportunities
Outstanding career roadmap
Leadership development, career advising, soft skills, and well-being programs
Certification (GCP, Azure, AWS)
Unlimited access to LinkedIn Learning, Get Abstract, Cloud Guru
English classes
Stable income (Employment Contract or B2B)
Participation in the Employee Stock Purchase Plan
Benefits package (health insurance, multisport, shopping vouchers)
Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and more
Referral bonuses
Corporate, social and well-being events

Elastyczne godziny

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EPAM Systems

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