Remote Genesys Cloud Engineer: L2 Support & Automation

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 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.