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Work Your Magic with us!
Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.
Your role: The Genesys Cloud CX Engineer is responsible for supporting, maintaining, and enhancing the Genesys Cloud CX platform following a recent deployment, while contributing to the broader contact center transformation across the company. The role combines technical engineering, solution design, platform support, integration, and continuous improvement to ensure scalable, secure, and effective omnichannel customer engagement capabilities.
Key Accountabilities
Support and evolve the Genesys Cloud CX platform to meet operational and strategic business needs
Design, configure, and enhance omnichannel customer journeys across voice and digital channels
Build and maintain inbound and outbound call flows, IVR, queues, routing logic, and agent configurations
Configure and optimize routing strategies to improve customer experience and operational effectiveness
Support integrations between Genesys Cloud CX and enterprise platforms such as Salesforce and ServiceNow
Collaborate with external support for production incident management, troubleshooting, root-cause analysis, and issue resolution
Contribute to platform architecture, technical standards, and engineering best practices
Support platform updates, testing, automation, and adoption of new capabilities including AI-driven features, chatbots, and analytics
Collaborate with business stakeholders, Product Owners, Telecom Engineers, and Solution Architects to translate requirements into scalable technical solutions
Help establish internal capability, governance, and sustainable support models for the long-term development of the platform
Who you are:
Minimum 5 years of experience in contact center technology environments, including strong hands-on experience with Genesys Cloud CX
Strong technical knowledge of Genesys Cloud CX platform configuration, administration, and support
Good understanding of CCaaS architecture and enterprise contact center solution design
Experience with queuing, routing, interaction models, and omnichannel communication flows
Experience designing or supporting integrations using APIs, web services, and cloud integration patterns
Experience in production support, incident management, and technical troubleshooting
Understanding of security considerations and best practices in cloud-based customer engagement platforms
Proven ability to contribute to large-scale platform deployments, enhancements, or transformation initiatives
Strong problem-solving skills and the ability to work effectively across technical and business teams
Additional skills we welcome:
Active Genesys Cloud certification
Experience with the Genesys Cloud Terraform provider or CX as Code approaches
Familiarity with AppFoundry applications and related ecosystem integrations
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