Genesys Cloud Engineer

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.