Lead Software Engineer - Genesys Cloud CX

The Genesys Cloud CX Engineer is responsible for designing, developing, configuring, and maintaining customer experience (CX) and contact center solutions using the Genesys Cloud CX platform. This role involves building Architect flows, integrating systems, configuring routing strategies, and ensuring optimal platform performance to support business objectives.

Responsibilities

• Design, develop, and enhance IVR/IVA flows using Genesys Architect
• Build and optimize call routing strategies, queues, skills, schedules, and user configurations
• Develop bots using Genesys Dialog Engine (NLU/NLP) for voice and digital channels
• Create automation workflows using Genesys Cloud APIs, web services, and 3rd‑party integrations
• Configure telephony components including SIP trunks, DID routing, Edge settings, and station setups
• Enable, configure, and support digital channels: chat, email, messaging, social media
• Deploy new features, enhancements, and platform updates as part of continuous improvement
• Integrate Genesys Cloud CX with external systems (CRM, ticketing, authentication systems)
• Utilize REST APIs, webhooks, and event streams for custom use cases
• Collaborate with development teams to support middleware or backend integrations
• Monitor performance, call flows, interaction paths, and platform health
• Perform root-cause analysis of call failures, routing issues, and telephony problems
• Provide L2/L3 technical support for incidents and collaborate with Genesys Care for escalations
• Build dashboards and custom reports using Genesys Analytics (Interaction Insights, Performance Dashboards)
• Analyze KPIs such as SLA, AHT, abandonment rate, agent performance, and flow efficiency
• Recommend improvements based on analytical insights
• Manage user roles, permissions, and access control
• Ensure SSO, data privacy, and compliance standards are maintained
• Work with CX, IT, development, WFM, and business teams to support operational needs
• Document configurations, flows, integrations, and release changes

Requirements

• 8 – 15 years of experience with Genesys Cloud CX engineering or development
• Strong hands-on expertise in:
• Architect flow design (call flows, IVRs, bots)
• Routing strategies (ACD, skills, preferred agent, bullseye)
• Telephony (SIP, trunks, call control)
• Digital channels (chat/email/messaging)
• Experience with:
• REST APIs, JSON, web services
• OAuth, SSO/IdP integrations (Azure AD, Okta, Ping, etc.)
• Cloud networking basics (AWS/Azure preferred)
• Strong problem-solving and analytical thinking
• Excellent communication skills for technical and business audiences
• Ability to work in fast-paced, agile environments

Nice to have

• Genesys Cloud CX Certified Professional (GCX-P)
• Genesys Cloud Architect Certification
• ITIL Foundation (beneficial)
• Experience with AI-powered bots, sentiment analysis, speech analytics
• Experience with contact center migrations (Avaya, Cisco, Genesys Engage → Cloud CX)
• Familiarity with scripting (Python, PowerShell, JavaScript)