EPAM Systems

Lead Genesys Cloud CX Engineer

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SeniorHybryda·WrocławFull-time

#450776·Dodano miesiąc temu·2

Źródło: justjoin.it

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Tech Stack / Keywords

Genesys Cloud CXGenesys ArchitectIVRDialog EngineSIPTelephonyREST APIAzure AD

Podsumowanie oferty

As a Lead Genesys Cloud CX Engineer, you will architect and support customer experience and contact center solutions on the Genesys Cloud CX platform. Your role involves creating and refining IVR/IVA flows, building bots with Genesys Dialog Engine, setting up telephony components, and integrating with external systems to optimize platform performance aligned with business goals.

Wymagania

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

Nice to have:

Familiarity with AI-powered bots, sentiment analysis, and speech analytics
Experience in contact center migrations from Avaya, Cisco, or Genesys Engage to Cloud CX
Ability to use scripting languages such as 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 utilizing Genesys Cloud APIs, web services, and third-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 platform updates and improvements continuously
Connect Genesys Cloud CX to external systems like CRM, ticketing, and authentication platforms
Partner with development teams for middleware and backend integrations
Oversee performance, call flows, interaction paths, and platform health
Conduct root cause analysis for call failures, routing, and telephony issues
Deliver L2/L3 technical support and coordinate escalations with Genesys Care
Produce dashboards and custom reports via Genesys Analytics
Administer user roles, permissions, and access control while ensuring SSO, data privacy, and compliance
Maintain documentation of configurations, flows, integrations, and release changes

Benefity

Opportunity to work with top tech minds in AI, cloud, and digital platform modernization
Supportive team and agile, startup-like culture
Hybrid work mode and remote work opportunities within Poland
Chance to work abroad up to 60 days annually
Business-driven relocation opportunities
Career development programs including mentoring and soft skills training
Certification support (Anthropic, Gemini, GCP, Azure, AWS)
English classes
Stable pay
Participation in Employee Stock Purchase Plan with 15% discount
Benefits package including health insurance, multisport, shopping vouchers
Referral bonuses up to $2,000
Offices with entertainment and relaxation zones, free snacks and coffee
Corporate, social, and well-being events

Elastyczne godziny

Pakiet relokacyjny

Szkolenia wewnętrzne

Budżet konferencyjny

Dofinansowanie szkoleń

Spotkania integracyjne

Kursy językowe

Karta sportowa

Opieka zdrowotna

Ubezpieczenie

Darmowe przekąski

Napoje w biurze

Premie

Udziały pracownicze

Inne informacje

Klikając w przycisk „Aplikuj” lub w inny sposób wysyłając zgłoszenie rekrutacyjne, zgadzasz się na przetwarzanie Twoich danych osobowych przez EPAM Systems (Poland) sp. z o.o. z siedzibą w: Fabryczna 1A, 31-553 Kraków (Pracodawca), jako administratora danych osobowych w celu przeprowadzenia rekrutacji na stanowisko wskazane w ogłoszeniu zgodnie Polityką Prywatności dostępną na stronie: https://www.epam.com/applicant-privacy-notice

EPAM Systems

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