Lead Genesys Cloud CX Engineer
We are looking for a skilled Lead Genesys Cloud CX Engineer to architect, build, configure and support customer experience and contact center solutions on the Genesys Cloud CX platform. In this position, you will create and architect flows, connect systems, set up routing strategies and safeguard optimal platform performance in alignment with business goals.
Responsibilities
- Create and refine IVR/IVA flows through Genesys Architect
- Fine-tune call routing strategies, queues, skills, schedules and user setups
- Build bots via Genesys Dialog Engine (NLU/NLP) across voice and digital channels
- Develop automation workflows that leverage Genesys Cloud APIs, web services and 3rd-party integrations
- Set up telephony components such as SIP trunks, DID routing, Edge settings and station configurations
- Activate and maintain digital channels including chat, email, messaging and social media
- Roll out new features, improvements and platform updates within a continuous improvement approach
- Connect Genesys Cloud CX to external systems like CRM, ticketing and authentication platforms
- Partner with development teams to enable middleware or backend integrations
- Oversee performance, call flows, interaction paths and platform health
- Conduct root-cause analysis of call failures, routing issues and telephony problems
- Deliver L2/L3 technical support for incidents and coordinate with Genesys Care for escalations
- Produce dashboards and custom reports through Genesys Analytics
- Administer user roles, permissions and access control while upholding SSO, data privacy and compliance standards
- Maintain documentation of configurations, flows, integrations and release changes
Requirements
- 5+ years of experience in Genesys Cloud CX engineering or development along with software development
- Expertise in Architect flow design spanning call flows, IVRs and bots
- Proficiency in routing strategies such as ACD, skills, preferred agent and bullseye
- Skills in telephony covering SIP, trunks and call control
- Competency in digital channels like chat, email and messaging
- Knowledge of REST APIs, JSON and web services
- Background in OAuth and SSO/IdP integrations such as Azure AD, Okta and Ping
- Understanding of cloud networking fundamentals with AWS or Azure preferred
- Strong problem-solving and analytical thinking paired with excellent communication skills for technical and business audiences
- Capability to thrive in fast-paced agile environments
- Genesys Cloud CX Certified Professional (GCX-P)
- Genesys Cloud Architect Certification
- ITIL Foundation
Nice to have
- Familiarity with AI-powered bots, sentiment analysis and speech analytics
- Background in contact center migrations such as Avaya, Cisco and Genesys Engage to Cloud CX
- Flexibility to use scripting languages including Python, PowerShell and JavaScript
