Senior Genesys Cloud Engineer - Remote Position

About the Role

We are seeking a Senior Genesys Cloud Engineer to join our dynamic team in a fully remote capacity. In this role, you will design, configure, and implement advanced cloud contact center solutions using Genesys Cloud, contributing to the enhancement of customer experience and operational efficiency.

What You'll Do

• Design and implement cloud contact center solutions, including routing, IVR, workforce management, analytics, and reporting.
• Lead the deployment and integration of Genesys Cloud systems with existing IT infrastructure.
• Provide senior-level support and troubleshooting for complex technical issues related to Genesys Cloud.
• Mentor junior engineers and team members on Genesys Cloud best practices and functionality.
• Research and evaluate emerging technologies in customer experience and conversational AI.
• Develop and maintain support documentation and create playbooks for automation of support requests.
• Communicate effectively with internal teams, clients, and vendors to ensure project success.
• Be available for unscheduled/emergency support as required.

Requirements

• Minimum of 3 years of hands-on engineering experience with Genesys Cloud (5+ years preferred).
• Experience implementing at least three channels (Email, Voice, Outbound) in Genesys Cloud.
• Deep understanding of cloud contact center technologies, including Genesys, Amazon Connect, and NiceCX.
• Familiarity with tools such as Genesys Architect, Amazon Connect Flow Builder, Lambda, DynamoDB, Lex, and API Gateway.
• Knowledge of HTTP requests, REST web services, and JSON.
• Understanding of Generative AI concepts and their applications.
• Strong written and verbal communication skills, with the ability to represent the team independently in meetings.
• Degree in a computer-related field or equivalent technical experience; relevant certifications are desirable.

Nice to Have

• Experience driving or leading projects.
• Ability to quickly learn and adhere to company standards with minimal oversight.
• Excellent organizational and interpersonal skills.

What We Offer

• Competitive salary and benefits package.
• Flexible remote work environment.
• Opportunities for professional development and growth.
• Supportive team culture focused on innovation and collaboration.