Implementation Engineer Sprinklr

Role Overview

We are seeking a highly skilled Genesys Cloud CX Engineer/Architect with a deep background in Contact Center as a Service (CCaaS) platforms. In this role, you will design, deploy, migrate, and optimize our global omnichannel contact center solutions using Genesys Cloud CX. You will be responsible for transforming legacy on-premise infrastructure into agile cloud environments, integrating AI-driven workflows, and ensuring seamless customer experiences across voice and digital channels.

Key ResponsibilitiesArchitecture & Implementation

• Design and deploy end-to-end cloud contact center solutions using the Genesys Cloud CX platform.
• Architect complex interaction routing utilizing Genesys Cloud Architect for inbound/outbound voice, email, chat, SMS, and social media channels.
• Lead migrations from legacy on-premise contact center systems (e.g., Avaya, Cisco, Genesys Engage) to Genesys Cloud CX.

Integration & Development

• Develop and configure API integrations (RESTful APIs) between Genesys Cloud and third-party systems like CRMs (Salesforce, Zendesk, Microsoft Dynamics), WEM, and BI tools.
• Implement AI and Automation features, including Genesys Cloud AI, chatbots, voicebots (Lex, Dialogflow), and predictive routing.
• Build custom Data Actions and scripts to dynamically surface customer data to agents.

Operations & Optimization

• Manage telephony configurations, including WebRTC, SIP trunking, Genesys Cloud Edge (hardware or virtual), and BYOC (Bring Your Own Carrier).
• Optimize Workforce Engagement Management (WEM), including quality management, scheduling, and performance monitoring tools within Genesys.
• Troubleshoot complex technical issues spanning network connectivity, carrier routing, WebRTC voice quality, and API performance.

Technical & Experience

RequirementsMust-Have Qualifications

• Experience: 4+ years of hands-on experience specifically architecting, deploying, or administering Genesys Cloud CX.
• CCaaS Background: 6+ years of total experience in the contact center domain, with a proven track record of managing cloud-based contact center ecosystems.
• Certifications: Current Genesys Cloud CX Certified Professional (GCP) or Genesys Cloud CX Certified Specialist (GCS) designations.
• Telephony Expertise: Strong understanding of SIP protocols, WebRTC, VoIP, codec negotiation, and cloud carrier architectures (BYOC).

Preferred Skills

• Development: Experience with JavaScript, Python, or Node.js for creating custom AWS Lambda functions or utilizing Genesys SDKs.
• Cloud Infrastructure: Familiarity with AWS services (EC2, S3, Lambda, IAM) since Genesys Cloud runs natively on AWS.
• Agile Frameworks: Experience working in DevOps or Agile environments with CI/CD tools.