Genesys Cloud Engineer

Working with us

• Fully remote, with a minimum 4-hour daily overlap with US Central Time.
• A short-written stand-up each day and two live calls a week. We do not run heavy processes.
• You will need reliable internet, a private working space, and an approved device.
• Background screening and a confidentiality agreement are required before system access, as our clients are public-sector organizations.

Genesys Cloud Engineer

Position Summary

The Genesys Cloud Engineer is responsible for the implementation, configuration, administration, maintenance, and support of the Genesys Cloud CX platform. This role works closely with business stakeholders, architects, developers, and operations teams to ensure reliable contact center operations and continuous platform optimization.

Key Responsibilities

• Configure and maintain Genesys Cloud CX environments.
• Create and manage queues, skills, routing methods, schedules, and user configurations.
• Configure inbound/outbound voice services and digital channels (email, chat, SMS, messaging).
• Develop and maintain Architect call flows and IVR applications.
• Configure Data Actions, integrations, and web service connections.
• Manage SIP trunking, telephony, BYOC, and carrier connectivity.
• Troubleshoot call routing, reporting, and platform-related issues.
• Support production deployments and change management activities.
• Monitor system performance and ensure platform availability.
• Collaborate with developers and architects on solution design.
• Support disaster recovery and business continuity planning.
• Provide Tier 2/Tier 3 support and participate in on-call rotations.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience).
• 3+ years of contact center experience.
• 2+ years of experience with Genesys Cloud CX.
• Experience with Architect, Routing, Queues, Skills, Data Actions, and Reporting.
• Knowledge of SIP, VoIP, and telephony concepts.
• Experience with REST APIs and JSON.
• Strong troubleshooting and analytical skills.

Preferred Qualifications

• Genesys Cloud CX Certifications.
• Experience with AWS or cloud technologies.
• Experience integrating CRM systems such as Salesforce, Dynamics, or ServiceNow.
• Experience with Workforce Management and Quality Management solutions.