Technology Engineer, Senior - Contact Center
RemoteUnited States
Job Summary
Design, build, and maintain Genesys Cloud CX configurations including routing, queues, skills, Architect flows, and digital channels while implementing voice, chat, and email experiences. Serve as a senior escalation point for production incidents, performing root-cause analysis and driving permanent remediation alongside on-call rotations. Build and support integrations between Genesys Cloud CX and external systems such as CRM, WFM, and analytics using APIs, webhooks, and event streaming. Validate configurations through testing and lower-environment deployments to ensure stability during platform upgrades and feature releases. Create technical documentation and runbooks while collaborating with Architects and Principal Engineers on solution designs. Identify opportunities to improve reliability, scalability, and agent experience by staying current with Genesys Cloud features and best practices.
Required Qualifications
- 5-8+ years of experience in contact center, cloud, or platform engineering roles
- Strong hands-on experience with Genesys Cloud CX (routing, Architect, Admin, Analytics, Voice)
- Experience supporting production contact center environments
- Solid understanding of SIP, VoIP, and cloud telephony concepts
- Experience with REST APIs, JSON, OAuth, and integrations
- Strong troubleshooting skills and ability to work effectively during incidents
- Participation in on-call rotations and after-hours support as needed
Desired Qualifications
- Genesys Cloud CX certifications (Associate or Professional level)
- Experience with digital channels, WEM, or analytics
- Familiarity with CRM integrations (Salesforce, ServiceNow, Dynamics)
- Scripting or automation experience (Python, JavaScript, or similar)
- Experience in large enterprise or regulated environments
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