Genesys Cloud Engineer (Remote)

WorkNomads; España; Remote; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Remote work EU

Freelance/B2B contract

Office in Sofia (optional)

Social welfare package

Home office allowance

Global perks

Job summary

WorkNomads is seeking a skilled Genesys Cloud Engineer to support our global clients from a remote setup. You will provide L2 support and take ownership of incidents from investigation to resolution in production environments.

You will administer and configure Genesys Cloud, including users, permissions, queues, skills, routing, IVR, and outbound configurations, while collaborating with international teams and stakeholders to improve platform stability and automation.

Qualifications

• 3+ years of hands-on experience in Genesys Cloud CX or a closely related Genesys/contact center technology environment.
• Proven experience working as an L2 support or engineering resource in a production environment.
• Strong hands-on experience with Genesys Cloud administration and configuration.
• Practical experience configuring and managing: Users and permissions; Queues and skills; Routing; IVR and call flows; Inbound and outbound configurations
• Strong understanding of contact center technologies and concepts, including ACD, SIP, RTP and VoIP.
• Good understanding of DNS, TCP/IP and networking fundamentals relevant to troubleshooting contact center environments.
• Ability to independently investigate technical incidents using logs, traces, configuration and platform data, rather than relying primarily on escalation.
• Strong troubleshooting and analytical skills, with a structured approach to identifying root causes.
• Strong sense of ownership and accountability for incidents, technical tasks and customer issues.
• Excellent communication and documentation skills.
• Good command of English and confidence working with international customers and distributed technical teams.
• Ability to work independently while knowing when and how to elevate complex issues appropriately.
• Genuine interest in developing further into Genesys engineering, integrations, automation and customer solution delivery.

Responsibilities

• Provide L2 support and troubleshooting for Genesys Cloud CX in production environments.
• Take ownership of incidents from initial investigation through to resolution, escalation and follow-up.
• Administer and configure Genesys Cloud, including users, permissions, queues, skills, routing and standard platform settings.
• Configure and troubleshoot inbound and outbound contact center functionality.
• Design, modify and troubleshoot IVR and call flows using Genesys Architect.
• Investigate complex issues using logs, traces, configuration, platform data and other technical evidence.
• Troubleshoot issues related to ACD, SIP, RTP, VoIP, DNS and TCP/IP in collaboration with relevant technical teams.
• Collaborate with customers, operational teams, engineers and other technical stakeholders in an international, distributed environment.
• Contribute to Genesys Cloud improvement and customer projects, gradually taking ownership of more complex technical solutions.
• Support and contribute to integrations, APIs, automation and system-to-system workflows where relevant.

Skills

L2 support

Genesys Cloud

Troubleshooting

Incident management

DNS troubleshooting

Tools

Salesforce

PowerShell

Python

JavaScript

REST APIs

Job description

WorkNomads is on the hunt for a Genesys Cloud Engineerto join our team!

Who We Are:

We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country.

• Remote engineering services, global impact — expert engineering, design, and business talent in cross-disciplinary project teams.

• Diversity celebrated —40+nationalities, 4 continents,oneteam.

• Continuous growth — we invest in you: projects,coliving,community, pushing you beyond what you thought possible.

Your mission at WorkNomads:

• Provide L2 support and troubleshooting for Genesys Cloud CX in production environments.
• Take ownership of incidents from initial investigation through to resolution, escalation and follow-up.
• Administer and configure Genesys Cloud, including users, permissions, queues, skills, routing and standard platform settings.
• Configure and troubleshoot inbound and outbound contact center functionality.
• Design, modify and troubleshoot IVR and call flows using Genesys Architect.
• Investigate complex issues using logs, traces, configuration, platform data and other technical evidence.
• Troubleshoot issues related to ACD, SIP, RTP, VoIP, DNS and TCP/IP in collaboration with relevant technical teams.
• Analyze recurring incidents and identify opportunities to improve platform stability, configuration and support processes.
• Maintain clear and accurate technical documentation, incident records and knowledge-base materials.
• Collaborate with customers, operational teams, engineers and other technical stakeholders in an international, distributed environment.
• Contribute to Genesys Cloud improvement and customer projects, gradually taking ownership of more complex technical solutions.
• Support and contribute to integrations, APIs, automation and system-to-system workflows where relevant.
• Share knowledge and contribute to the continuous development of Genesys Cloud capabilities within the team.
• Stay current with new Genesys Cloud features and emerging contact center technologies and AI-enabled capabilities.

We want to hear from you if you have:

• 3+ years of hands-on experience in Genesys Cloud CX or a closely related Genesys/contact center technology environment.
• Proven experience working as an L2 support or engineering resource in a production environment.
• Strong hands-on experience with Genesys Cloud administration and configuration.
• Practical experience configuring and managing: Users and permissions; Queues and skills; Routing; IVR and call flows; Inbound and outbound configurations
• Strong understanding of contact center technologies and concepts, including ACD, SIP, RTP and VoIP.
• Good understanding of DNS, TCP/IP and networking fundamentals relevant to troubleshooting contact center environments.
• Ability to independently investigate technical incidents using logs, traces, configuration and platform data, rather than relying primarily on escalation.
• Strong troubleshooting and analytical skills, with a structured approach to identifying root causes.
• Strong sense of ownership and accountability for incidents, technical tasks and customer issues.
• Excellent communication and documentation skills.
• Good command of English and confidence working with international customers and distributed technical teams.
• Ability to work independently while knowing when and how to elevate complex issues appropriately.
• Genuine interest in developing further into Genesys engineering, integrations, automation and customer solution delivery.
• A passionforcontinuous learning & collaboration in a global setting
• A team player mentality and believe no one should be left behind regardless of background

Strong advantages:

• Experience with Salesforce or other CRM integrations, particularly Microsoft Dynamics.
• Experience with Genesys Cloud APIs, Data Actions, REST APIs, JSON and OAuth.
• Experience with workflow and system-to-system automation.
• Scripting experience with PowerShell, Python, JavaScript or similar.
• Experience with Azure Logic Apps, Power Automate, middleware or iPaaS technologies.
• Knowledge of Genesys reporting and analytics, WEM or Quality Management.
• Exposure to AI-enabled contact center technologies, including virtual agents, chatbots, Agent Assist or conversational AI.
• Experience with enterprise application integrations and customer-specific technical solutions
• Genesys Cloud certification
• Experience with Genesys Engage combined with meaningful Genesys Cloud experience.

Perks of being one of us:

• Flexible work setup: work fully remotely from any country in the EU on a freelance/B2B contract, or join our Sofia, Bulgaria office under a local employment contractthat offers a comprehensive social welfare package.
• Autonomy: an environment where your technical visionmatters,and you own your work-life balance.
• Growth: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries.
• Global vibe: an international, dynamic,remote-firstworkplace.
• Connectivity Support: home office allowance
• Total Rewards:paid time offandcompetitiveremuneration.
• Community: team get-togethers and networking events are in our DNA!
• Seamless Living:needabase? Digitally check into a spacious room at our WN LAB Hotel, Bulgaria’s biggest and coolest 4★co-living hotel. No deposit, with special discounted rates for single apartments starting from 660 EUR/month (utilities & cleaning included!).
• Be part of somethingbeyond work: culture, values, impact.

WorkNomads — A Nation Without a Country

We celebrate the right of every human to be themselves and provide opportunities for globaltalent to shine. Diversity, social equity, and inclusion are at the core of who we are. We create an environment where different voices are respected,heardand empowered in equalmeasure.We’rebreaking down the boundaries by designing a new nomadic economy by enabling people to do what they love and be where they want.