Genesys Cloud Engineer
About the Role
To Apply for this Job Click Here
Location: Remote EST
We are seeking an experienced Genesys Cloud Engineer to support, enhance, and optimize a cloud-based omni-channel contact center environment. This role will be responsible for IVR and ACD development, routing strategies, platform administration, integrations, and advanced support of Genesys Cloud (PureCloud) solutions supporting voice, chat, email, and digital customer interactions.
Responsibilities
- Design, configure, implement, and support IVR, ACD, and omni-channel routing solutions within Genesys Cloud.
- Develop and maintain Architect flows, call routing logic, scripts, and automated customer interaction experiences.
- Administer and support Genesys Cloud environments, including voice, chat, email, workforce management, call recording, and dialer capabilities.
- Configure and manage user provisioning, moves, adds, changes, and platform administration activities.
- Troubleshoot and resolve complex contact center issues through root cause analysis and advanced technical support.
- Collaborate with business and technology teams to gather requirements, evaluate enhancements, and implement scalable solutions.
- Design and support integrations between Genesys Cloud, Salesforce, and other enterprise applications using APIs and web services.
- Monitor platform performance, capacity, and availability to ensure reliable service delivery and optimal user experience.
- Develop disaster recovery and business continuity procedures for contact center systems.
- Generate platform utilization, performance, and traffic reports to support operational planning and decision-making.
- Maintain technical documentation, configuration standards, and support procedures.
- Partner with vendors and stakeholders on platform upgrades, implementations, and strategic initiatives.
- Support compliance and security requirements, including audit activities and adherence to organizational policies.
Required
- 6+ years of telecommunications, contact center, unified communications, or related technical experience.
- 2+ years of hands-on experience supporting and administering Genesys Cloud (PureCloud).
- Active Genesys Cloud certification.
- Strong experience with IVR, ACD, voice routing, chat routing, email routing, and omni-channel contact center technologies.
- Experience developing and maintaining Architect flows, routing strategies, and contact center scripts.
- Knowledge of contact center technologies including call recording, workforce management, dialers, and reporting solutions.
- Experience with Genesys Cloud APIs, REST services, web services, and third-party integrations.
- Strong troubleshooting skills related to SIP, VoIP, and contact center telecommunications environments.
- Experience with JavaScript, HTML, SQL, and API integrations.
- Knowledge of Salesforce Voice integration and contact center ecosystems.
T1467441-PHI_1785269136
To Apply for this Job Click Here
Excited about this job?
Don’t wait — Step into a role that matches your potential!
Explore Similar Roles
See more jobs like this in your inbox weekly.
Share this Role
Other jobs you might like...
What job seekers like you say about working with Beacon Hill…
Substance. Scale. Synchrony.
Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.
Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, and a passion for innovation, creativity and continuous improvement.
Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs.
We look forward to working with you.