Genesys Cloud Engineer

About the Role:

We are seeking a highly skilled and motivated Genesys Cloud Engineer to join our team. In this role, you will play a crucial part in designing, implementing, and supporting Genesys Cloud solutions that drive superior customer experiences. You will collaborate closely with cross-functional teams to ensure seamless integration, scalability, and performance of the platform. A strong focus will be placed on omnichannel capabilities, API development, and scripting.

Key Responsibilities:

- Design, deploy, and manage Genesys Cloud CX solutions to meet business requirements.
- Customize and configure the Genesys Cloud platform, including call routing, IVR, omnichannel features, and outbound campaign functionalities.
- Collaborate with stakeholders to gather requirements and translate them into effective technical solutions.
- Develop and implement automated workflows and integrations between Genesys Cloud and other enterprise systems, with a strong emphasis on API development.
- Create and maintain custom scripts (JavaScript, Python) to enhance platform functionality and automation.
- Provide ongoing support and troubleshooting for Genesys Cloud environments.
- Monitor system performance, ensure high availability, and conduct regular system optimizations.
- Document designs, configurations, and operational procedures.
- Train and mentor internal teams on Genesys Cloud capabilities and best practices.
- Stay up to date with Genesys Cloud features and updates, applying new knowledge to enhance platform capabilities.

Qualifications:

- Proven experience in deploying and managing Genesys Cloud CX platforms.
- Strong understanding of cloud-based contact center architecture and components.
- Experience with IVR design, call flow development, routing strategies, and omnichannel solutions.
- Extensive experience with API development and web services (REST, SOAP).
- Knowledge of outbound campaign management and dialing modes (predictive, progressive, preview).
- Hands-on experience with scripting languages (JavaScript, Python) for automation and customization.
- Excellent problem-solving skills and attention to detail.
- Strong communication skills and ability to work collaboratively with technical and non-technical teams.
- Genesys Cloud certifications (such as Genesys Cloud Certified Professional) are a plus.

Preferred Qualifications:

- Experience with CRM platforms (Salesforce, Zendesk, etc.) and integrating them with Genesys Cloud.
- Knowledge of telephony and VoIP technologies.
- Background in networking and understanding of SIP protocols.

Why Join Us?

- Be part of an innovative and dynamic environment.
- Opportunity to work with cutting-edge cloud technologies.
- Career growth and professional development opportunities.
- Collaborative and supportive team culture.