Description

You will design, deploy, and support complex Genesys Cloud CX contact center solutions. You own projects end-to-end, integrating CCaaS platforms with enterprise systems via REST APIs and JSON. Your work includes implementing multi-channel solutions (Voice, Email), configuring IVR, call routing, and workflows using Genesys Architect. You provide L3 support for production issues and optimize system performance. You also mentor junior engineers and explore AI-driven CX implementations.

Responsibilities

• Design and implement advanced cloud contact center solutions, including routing, IVR, analytics, and WFM.
• Integrate CCaaS platforms with enterprise systems using REST APIs and JSON.
• Lead deployments, configurations, and optimizations for multi-channel voice and email solutions.
• Provide L3 support and proactively resolve complex production issues.
• Mentor junior engineers and contribute to technical best practices.

Required Skills

• 5+ years of Genesys Cloud (CX) hands-on engineering experience.
• Strong expertise in Genesys Architect, including IVR, call routing, and workflow design.
• Proficiency with cloud integrations and APIs, specifically REST and JSON.
• Proven ability to design, deploy, and support CCaaS solutions.
• Experience implementing multi-channel solutions: Voice (Inbound/Outbound) and Email.
• Ability to troubleshoot complex production issues and own projects with minimal supervision.
• Excellent communication skills for client-facing interactions.

Preferred Skills

• Experience exploring and implementing AI-driven CX solutions (CoPilot, KoreAI, etc.).
• Background in Amazon Connect AI tools or similar generative AI integrations.

Key Skills

Education

Any Gradute