Genesys Cloud Engineer (Remote)

WorkNomads is a global company building a community for international talent to work remotely and live flexibly, championing diversity across 40+ nationalities and 4 continents. They focus on engineering services across multiple industries and offer coliving options alongside remote or local employment contracts.

• 3+ years hands-on experience with Genesys Cloud CX or related Genesys/contact center technologies.
• Proven experience as L2 support or engineering in a production environment.
• Strong hands-on experience with Genesys Cloud administration and configuration.
• Experience managing users, permissions, queues, skills, routing, IVR, call flows, inbound and outbound configurations.
• Strong understanding of contact center technologies: ACD, SIP, RTP, VoIP.
• Good knowledge of DNS, TCP/IP, and networking fundamentals for troubleshooting.
• Ability to independently investigate technical incidents using logs and platform data.
• Strong troubleshooting, analytical skills and structured root cause analysis.
• Ownership and accountability for incidents and customer issues.
• Excellent communication and documentation skills.
• Good English language skills and experience working with international customers and teams.
• Ability to work independently and escalate complex issues appropriately.
• Interest in further development in Genesys engineering, integrations, automation, and solution delivery.
• Passion for continuous learning and global collaboration.

Strong advantages:

• Experience with Salesforce or Microsoft Dynamics CRM integrations.
• Experience with Genesys Cloud APIs, Data Actions, REST APIs, JSON, OAuth.
• Experience with workflow and automation.
• Scripting skills with PowerShell, Python, JavaScript or similar.
• Experience with Azure Logic Apps, Power Automate, middleware or iPaaS.
• Knowledge of Genesys reporting, analytics, WEM, Quality Management.
• Exposure to AI-enabled contact center technologies such as virtual agents, chatbots, Agent Assist.
• Experience with enterprise application integrations and customer technical solutions.
• Genesys Cloud certification.
• Experience with Genesys Engage alongside Genesys Cloud.

• Provide L2 support and troubleshooting for Genesys Cloud CX in production environments.
• Take ownership of incidents from investigation through resolution, escalation, and follow-up.
• Administer and configure Genesys Cloud: users, permissions, queues, skills, routing, and platform settings.
• Configure and troubleshoot inbound and outbound contact center functionality.
• Design, modify, and troubleshoot IVR and call flows using Genesys Architect.
• Investigate complex issues using logs, traces, configuration, and platform data.
• Troubleshoot issues related to ACD, SIP, RTP, VoIP, DNS, and TCP/IP.
• Analyze recurring incidents and improve platform stability, configuration, and support processes.
• Maintain technical documentation, incident records, and knowledge-base materials.
• Collaborate with customers, operational teams, engineers, and technical stakeholders internationally.
• Contribute to integrations, APIs, automation, and system-to-system workflows.
• Share knowledge and contribute to development of Genesys Cloud capabilities.
• Stay current with new Genesys Cloud features and AI-enabled contact center technologies.