Senior Software Engineer - Genesys Cloud CX Engineer

We are seeking a Senior Software Engineer - Genesys Cloud CX Engineer to join our team, focusing on the design, administration and optimization of Genesys Cloud CX solutions for enterprise contact centers.

Responsibilities

• Design and administer Genesys Cloud CX environments for contact center operations
• Develop and optimize Architect IVR flows and call routing strategies
• Implement and manage interaction routing including ACD, Skills, Preferred Agent Routing and Bullseye Routing
• Integrate digital channels such as email, chat and messaging into the contact center platform
• Utilize APIs and webhooks for system integrations and automation
• Oversee Workforce Management (WFM) and Quality Management (QM) functionalities
• Apply SSO and identity management best practices within Genesys Cloud CX
• Collaborate with cross-functional teams to deliver robust solutions
• Document technical designs, configurations and processes
• Analyze and resolve complex technical issues related to Genesys Cloud CX

Requirements

• 5–8 years of working experience with Genesys Cloud CX administration or engineering
• Knowledge of Architect IVR design, call routing concepts and contact center operations
• Expertise in interaction routing including ACD, Skills, Preferred Agent Routing and Bullseye Routing
• Proficiency in digital channels integration such as email, chat and messaging
• Competency in APIs, REST APIs and webhooks for integrations
• Background in Workforce Management (WFM) and Quality Management (QM)
• Understanding of SSO and identity management
• Skills in analytical thinking, problem-solving and communication
• Capability to work independently and collaborate with cross-functional teams
• Qualifications in technical documentation

Nice to have

• Knowledge of AWS, Azure or cloud networking
• Exposure to scripting
• Experience with speech and text analytics