Genesys Cloud CX Engineer: IVR, Bots & WFM Expert

BMO; Young; On-site; CAD 56,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Retirement savings plans

Job summary

BMO Financial Group is seeking a skilled Genesys Cloud engineering professional in Canada to drive development across the full lifecycle. You will translate requirements into features, design specifications, and robust testing plans while maintaining system security and reliability.

The role demands hands-on experience with Genesys Cloud CX, Architect, Voice, WFM, KM, and rich API integrations, plus strong troubleshooting and on-call capabilities.

Qualifications

• 3+ years of hands‑on experience with Genesys Cloud CX development and configuration.
• Ability to participate in an on‑call duty and provide after‑hours support as required to ensure timely resolution of critical issues and business continuity
• Strong experience with Genesys Cloud Architect for IVR, inbound/outbound call flows, menus, routing, prompts, schedules, and data actions.
• Strong knowledge of Genesys Cloud Voice, including: ACD and call routing Queues and skills DID and telephony configuration SIP / BYOC concepts Call recording Callbacks, transfers, and voicemail
• Hands‑on experience with Genesys Cloud Digital channels, including: Web Messaging SMS Email Digital routing
• Experience with Genesys Cloud Knowledge Management (KM), including knowledge bases, articles, categories, and agent/customer knowledge experiences.
• Strong experience with Genesys Cloud integrations using: Genesys Cloud APIs REST APIs SDKs Architect Data Actions Webhooks OAuth 2.0 JSON
• Experience with unit testing, integration testing, UAT, regression testing, and production validation.
• Integration & Development Skills Strong knowledge of RESTful APIs and API-based integrations. Experience with Python.

Responsibilities

• Drive software development lifecycle across teams to translate requirements into features and tests.
• Write code and prepare design specifications for scalable technology applications.
• Support system design and advise on security requirements across business applications.
• Debug and maintain Genesys Cloud solutions including IVR, routing, and digital channels.
• Provide production and operational support for Genesys Cloud and related components.

Skills

Analytical thinking

Troubleshooting

Communication

Team collaboration

On-call support

Tools

Genesys Cloud CX

Genesys Cloud Architect

Genesys Cloud Voice

Genesys Cloud WFM

Genesys Cloud KM

Genesys Cloud REST APIs

OAuth 2.0

Webhooks

SIP/BYOC

CRM integrations

Job description

BMO Financial Group is seeking a skilled Genesys Cloud engineering professional in Canada to drive development across the full lifecycle. You will translate requirements into features, design specifications, and robust testing plans while maintaining system security and reliability.

The role demands hands-on experience with Genesys Cloud CX, Architect, Voice, WFM, KM, and rich API integrations, plus strong troubleshooting and on-call capabilities.