Description

Design, deploy, and support complex Genesys Cloud CX contact center solutions.

This role is remote.

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