Lead Genesys Cloud CX Architect & Automation Leader (Hybrid/Remote)

EPAM Systems; Wrocław; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid/Remote in Poland

Work abroad up to 60 days

Relocation opportunities

Health insurance

Employee stock purchase plan

Certification programs

English classes

Job summary

EPAM Systems in Poland seeks a Lead Genesys Cloud CX Engineer to architect, configure and support customer experience solutions on the Genesys Cloud CX platform. You will design IVR flows, set up routing and ensure platform performance in line with business goals.

You will collaborate with development teams, deliver L2/L3 support, and implement integrations via REST APIs. Hybrid work in Poland and short international assignments are possible.

Qualifications

• 5+ years in Genesys Cloud CX engineering or development with software
• Expertise in Architect flow design for IVRs and bots
• Proficiency in ACD routing, skills, and bullseye concepts
• Telephony knowledge: SIP trunks and call control
• Experience with REST APIs, JSON and web services
• OAuth/SSO integrations (Azure AD/Okta/Ping)
• Cloud networking with AWS or Azure
• Strong problem-solving and communication for technical/business audiences
• GCX-P and GC Architect Certifications
• ITIL Foundation

Responsibilities

• Create and refine IVR/IVA flows via Genesys Architect.
• Tune call routing, queues, skills, and agent setups.
• Build bots using Genesys Dialog Engine across channels.
• Develop workflows using Genesys Cloud APIs and 3rd-party integrations.
• Set up telephony components and edge settings.
• Activate digital channels: chat, email, messaging, social.
• Deliver platform updates within continuous improvement.
• Connect Genesys Cloud CX to CRM, ticketing, and auth systems.
• Collaborate with devs for middleware/integrations.
• Provide L2/L3 support and coordinate escalations.
• Produce dashboards/reports with Genesys Analytics.
• Manage access control and compliance standards.
• Document configurations, flows, and release changes.

Skills

Genesys Cloud CX

Architect flow design

ACD routing

Telephony SIP

REST APIs

OAuth/SSO

Cloud networking AWS/Azure

Agile

GCX-P

GC Architect Cert

ITIL Foundation

Communication skills

Job description

EPAM Systems in Poland seeks a Lead Genesys Cloud CX Engineer to architect, configure and support customer experience solutions on the Genesys Cloud CX platform. You will design IVR flows, set up routing and ensure platform performance in line with business goals.

You will collaborate with development teams, deliver L2/L3 support, and implement integrations via REST APIs. Hybrid work in Poland and short international assignments are possible.