Senior Genesys Systems Engineer - Remote/Hybrid

Svitla Systems, Inc.; Canada; Remote; CAD 120,000 - 180,000; Full time

Benefits offered by this job

US & EU projects

Competitive compensation

Remote or office flexibility

Bonuses for talks & articles

Tech webinars & meetups

Job summary

Svitla Systems Inc. is seeking a Senior Genesys Systems Engineer for a full-time role in Canada/USA. You will drive the Genesys contact center platform as the SME and administrator, building robust integrations with Salesforce and delivering scalable, multi-channel routing.

You will collaborate with stakeholders to translate business needs into technical designs, troubleshoot complex incidents, and optimize performance for customers and agents across voice, SMS, and email channels.

Qualifications

• 5+ years as Genesys Administrator/Engineer/Architect, with Genesys Cloud CX experience preferred.
• Deep technical expertise in architecting solutions, advanced routing, API integrations, and omnichannel capabilities.
• Experience building omnichannel journeys across SMS and email with logic-based cadences.
• Advanced telecom knowledge: WebRTC, provisioning, edge/trunk configuration, carrier routing.
• Proven track record resolving major incidents under strict SLAs with carriers/vendors.
• Strong Salesforce knowledge, especially Omnichannel and Voice, with Genesys integration experience.

Responsibilities

• Act as shared owner of the Genesys contact center platform as SME and admin.
• Configure, manage, and optimize routing, IVR, and omnichannel workflows.
• Navigate and optimize omnichannel setup across SMS, voice, and email.
• Develop deep expertise in Genesys flow logic.
• Design scalable solutions to improve customer and agent experience.
• Partner with stakeholders to translate requirements into technical designs in the Genesys ecosystem.
• Troubleshoot advanced platform issues and manage complex incidents.
• Monitor performance and capacity; lead CRM integrations with internal systems and third-party tools.
• Co-develop features with Salesforce colleagues.

Skills

Genesys Administrator

Genesys Engineer

Genesys Architect

Salesforce Omnichannel

Salesforce Voice

APIs & integrations

Omnichannel routing

WebRTC troubleshooting

Incident management

Tools

Genesys Cloud CX

Salesforce

CRM integrations

Job description

Svitla Systems Inc. is seeking a Senior Genesys Systems Engineer for a full-time role in Canada/USA. You will drive the Genesys contact center platform as the SME and administrator, building robust integrations with Salesforce and delivering scalable, multi-channel routing.

You will collaborate with stakeholders to translate business needs into technical designs, troubleshoot complex incidents, and optimize performance for customers and agents across voice, SMS, and email channels.