Contact Center Systems Engineer (Genesys Cloud CX) [210149]
Overview
We are seeking a highly skilled Contact Center Systems Engineer to design, implement, and support cloud-based customer experience solutions. This role will serve as a subject matter expert in Genesys Cloud CX, helping to deliver scalable, high-performing IVR and ACD solutions while partnering closely with cross-functional teams. This is an ideal opportunity for someone who thrives in a fast-paced environment, enjoys solving complex technical challenges, and is passionate about improving customer experience through technology.
Key Responsibilities
- Design, configure, implement, and support IVR and ACD solutions within Genesys Cloud CX
- Develop and maintain Architect flows, scripts, and call routing strategies
- Evaluate incoming requests, define technical requirements, and produce design documentation
- Act as a subject matter expert for Genesys Cloud CX capabilities and enhancements
- Perform system troubleshooting, root cause analysis, and ongoing performance optimization
- Provide day-to-day operational support and proactive system maintenance
- Conduct unit testing, quality assurance testing, and support user acceptance testing
- Collaborate with cross-functional teams to ensure seamless system integrations and deployments
- Support omni-channel contact center capabilities including voice, chat, and digital channels
Required Qualifications
- Strong communication and facilitation skills, with the ability to translate business needs into technical solutions
- Proven ability to interpret requirements, resolve ambiguity, and drive implementation
- Strong analytical and problem-solving skills
- Experience working with complex system architectures and cross-functional teams
- Solid understanding of contact center technologies (ACD, dialers, call recording, workforce management, etc.)
- Hands-on experience with Genesys Cloud (PureCloud) administration and support
- Experience building IVR/ACD scripts and Architect flows
- Strong knowledge of telephony technologies including WebRTC, SIP, VoIP, and QoS
- Understanding of infrastructure planning, system lifecycle management, and deployment best practices
Preferred Qualifications
- Genesys Cloud CX certifications
- Experience working with Genesys Cloud APIs and web services
- Strong background in Architect flow design and optimization
- WebRTC troubleshooting expertise
- Programming experience in languages such as JavaScript, TypeScript, Python, or Go
- Backend development experience (Node.js, Python, Java, or similar)
- Familiarity with Docker and infrastructure-as-code tools (e.g., Terraform, CloudFormation)
- Experience with modern frontend frameworks such as React
- Knowledge of CI/CD pipelines (GitHub Actions, Jenkins, AWS tools, etc.)
- Experience working with REST APIs and third-party integrations
- SQL and data analytics experience
What We’re Looking For
- A strong team player with a proactive mindset and solid work ethic
- Curiosity and enthusiasm for learning new technologies
- Ability to operate independently while contributing to a collaborative team environment
- A passion for delivering high-quality, scalable customer experience solutions