Technology Engineer, Principal - Contact Center
RemoteUnited States
Job Summary
Define and maintain reference architectures, design patterns, and best practices for Genesys Cloud CX contact center solutions. Lead complex platform designs covering routing strategies, IVR flows, workforce engagement, and digital channels while evaluating new features and integrations. Design, build, and maintain highly available, scalable, and secure environments; oversee integrations with CRM, WFM, and third-party systems. Establish standards for monitoring, logging, alerting, and automation; ensure designs meet security, privacy, and regulatory requirements like PCI, GDPR, and SOC2. Mentor engineers and lead design reviews, post-incident analysis, and architectural discussions. Act as a trusted advisor to leadership on platform capabilities and risks, supporting vendor management and escalation with Genesys. Primarily remote with potential on-call support for critical incidents.
Required Qualifications
- 8-12+ years of experience in contact center, cloud, or enterprise platform engineering roles
- Deep hands-on experience with Genesys Cloud CX (routing, Architect, Admin, Analytics, WEM, Digital, Voice)
- Strong understanding of cloud-native architectures (SaaS, APIs, microservices, event-driven systems)
- Proven experience designing and supporting large-scale, mission-critical contact center environments
- Expertise in REST APIs, JSON, OAuth, webhooks, and event streaming
- Experience with telephony concepts (SIP, VoIP, PSTN, call flows, QoS)
- Strong troubleshooting and problem-solving skills in complex distributed systems
- On-call or escalation support may be required for critical incidents
Desired Qualifications
- Genesys Cloud CX certifications (Professional, Specialist, or Expert levels)
- Experience integrating with CRM platforms (Salesforce, ServiceNow, Dynamics, etc.)
- Familiarity with DevOps tools, CI/CD pipelines, and automation scripting
- Experience with data analytics, speech/text analytics, or AI-driven contact center features
- Prior experience in regulated industries or large enterprise environments
- Strategic thinker with the ability to balance long-term architecture and short-term delivery
- Clear communicator who can explain complex technical concepts to non-technical audiences
- Strong ownership mindset and bias toward action
- Collaborative leader who builds trust across teams and functions
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