Senior Genesys Project / Operations Engineer

Essential Data + Voice; Sydney; On-site; AUD 140,000 - 190,000; Full time

Job summary

Essential Data & Voice in Sydney is seeking a Senior Genesys Project / Operations Engineer to own end-to-end delivery of Genesys Cloud CX projects and keep environments healthy as part of our managed service. You will design and build call, message and email flows, develop automation with REST APIs and scripting, and integrate with third-party platforms while supporting BAU and projects.

The role requires strong development skills (Python, PowerShell) and experience across Windows/Linux,

Qualifications

• Demonstrated hands-on delivery of Genesys Cloud CX projects end to end.
• Strong development skills, including Python or similar language.
• Experience building integrations via REST APIs and scripting.
• Experience supporting production contact centre environments (BAU/incidents).

Responsibilities

• Deliver Genesys Cloud CX projects end to end, designing and building flows in Architect and related tools.
• Support and optimise Genesys environments across Projects and BAU for MSP customers.
• Build integrations and automations using REST APIs, Data Actions, scripting and developer tooling.
• Integrate Genesys Cloud with third-party platforms and services.
• Apply AI and automation to improve customer outcomes.
• Troubleshoot issues and drive continuous improvement in live environments.

Skills

Genesys Cloud CX

Python

PowerShell

REST APIs

Linux administration

Windows administration

Data Actions

MSP experience

Automation

Customer-facing

Tools

Git

Terraform

Azure

AWS

Job description

Senior Genesys Project / Operations Engineer

We're Hiring: Senior Genesys Project / Operations Engineer

At Essential Data & Voice (EDV), we're making significant investments in our Genesys, AI and Customer Experience practice as part of our FY27 growth strategy – and we're looking for a hands-on engineer to help us deliver on it.

This is a delivery-focused role for someone who loves building and running great Genesys solutions, not just designing them on paper. You'll own the technical delivery of Genesys Cloud projects end to end, then keep them healthy as part of our managed service – a genuinely blended remit across Projects and BAU, supporting our MSP customer base.

We're looking for someone with enough hands-on Genesys Cloud experience to work independently, combined with strong development and automation skills.

What you'll be doing

Delivering Genesys Cloud CX projects, including designing and building call, message and email flows in Architect, workflow automation, SIP and platform configuration.

Working across a blended Projects / BAU remit, supporting and optimising Genesys environments for our customers.

Building integrations and automations using REST APIs, Data Actions, scripting and Genesys developer tooling.

Integrating Genesys Cloud with third-party platforms and services.

Applying AI & Automation – bots, virtual agents and orchestration – to solve real customer problems.

Troubleshooting, root-cause analysis and continuous improvement across live customer environments.

Working alongside our delivery, service desk and customer success teams to ensure our customers realise measurable value from their solution.

What we're looking for

Demonstrated experience independently delivering Genesys Cloud CX projects end to end, without requiring technical guidance or supervision.

Strong hands-on Genesys Cloud experience, including call, message and email flows in Architect, Data Actions, SIP trunking and third-party integrations.

Comfortable building Data Actions to integrate with third-party APIs.

Experience supporting production contact centre environments across BAU, incident and change.

Strong, well-rounded development skills, including proficiency in Python or another development language.

Experience working with REST APIs.

PowerShell experience, particularly in Windows/Azure environments.

Linux and Windows server administration experience.

A troubleshooting mindset and the ability to own problems through to resolution.

Comfortable working directly with customers across delivery and support.

MSP or managed services experience is an advantage.

Nice to have:

Familiarity with Git and version control workflows.

Experience with Terraform or similar Infrastructure-as-Code tooling.

Broader experience across cloud platforms such as Microsoft Azure and AWS.

Why EDV?

• Strategic Genesys Cloud partner investing heavily in AI and CX transformation
• A blended Projects + BAU role – build new solutions and run them
• Real hands-on ownership across delivery and operations
• Work with enterprise and mid-market customers across Australia
• Work across Genesys Cloud, APIs, development, automation and emerging AI technologies
• Help build one of Australia's leading Genesys, AI and Experience Orchestration practices

If you're passionate about Genesys Cloud, enjoy getting hands-on with Architect, APIs, integrations and automation, and want a role where you both build and run great CX solutions, we'd love to hear from you.