Description

You will design, deploy, and support advanced cloud contact center solutions across Genesys Cloud, Amazon Connect, and Nice InContact environments.

This role is remote.

Responsibilities

• Architect and implement complex routing, IVR, analytics, and workforce management configurations.
• Integrate CCaaS platforms with enterprise systems using REST APIs, JSON, and HTTP requests.
• Troubleshoot voice and data network issues, ensuring high availability and proactive system maintenance.
• Mentor junior engineers and develop automation processes, documentation, and support playbooks.
• Evaluate and implement emerging AI technologies to enhance customer experience workflows.

Required Skills

• 5+ years of experience in cloud contact center technologies.
• Deep expertise in Genesys Cloud, including Genesys Architect.
• Strong experience with Amazon Connect and Flow Builder.
• Proficiency in AWS services: Lambda, DynamoDB, Lex, and API Gateway.
• Solid understanding of REST APIs, JSON, and HTTP protocols.
• Experience with Nice InContact and general IVR/call flow design.
• Knowledge of contact center analytics and reporting tools.

Preferred Skills

• Experience with large enterprise deployments or government/regulated environments.
• Experience with conversational AI tools such as Microsoft Copilot, Amazon Bedrock, Amazon Q, Kore.ai, or Murf AI.
• Genesys, Amazon Connect, or NICE CX certifications.

Key Skills

Education

Any Gradute