Lead Genesys Cloud CX Engineer

EPAM Systems, Inc.; Wrocław; On-site; PLN 120,000 - 180,000; Full time

Job summary

EPAM Systems, Inc. is seeking an experienced Genesys Cloud CX engineer to design IVR/IVA flows and optimize call routing in a Wrocław delivery center.

You will build chat and voice bots, integrate with CRM and ticketing systems, and support platform health in an agile environment. Strong scripting and cloud networking knowledge are essential.

Qualifications

• 5+ years in Genesys Cloud CX engineering or development with software work.
• Expertise in Architect flows covering call flows, IVRs and bots.
• Proficient in ACD, skills, agent and bullseye routing strategies.
• Knowledge of REST APIs, JSON and web services.
• OAuth and SSO/IdP integrations (Azure AD, Okta, Ping).
• Cloud networking familiarity with AWS or Azure preferred.
• Strong problem solving, communication, and agile collaboration.
• GCX-P and Architect certifications plus ITIL Foundation.

Responsibilities

• Create and refine IVR/IVA flows via Genesys Architect.
• Fine-tune call routing, queues, skills, schedules, and setups.
• Build bots across voice and digital channels using Dialog Engine.
• Develop automation using Genesys Cloud APIs and web services.
• Set up telephony components like SIP trunks and DID routing.
• Activate digital channels: chat, email, messaging, social.
• Roll out features and platform updates in CI/CD style.
• Connect Genesys Cloud CX to CRM and ticketing systems.
• Collaborate with dev teams for middleware and backend integrations.
• Oversee performance, call flows, and platform health.
• Root-cause analysis of call failures and routing issues.
• Provide L2/L3 support and coordinate with Genesys Care.
• Produce dashboards and custom reports with Genesys Analytics.
• Manage user roles, permissions, and SSO + data privacy.
• Maintain configuration documentation and release notes.

Skills

Genesys Cloud CX

Architect flows

Call routing

SIP/Trunking

REST APIs

SSO integrations

Cloud networking

Scripting (Python)

Analytics & dashboards

Agile teamwork

Education

GCX-P Certification

Genesys Cloud Architect Certification

ITIL Foundation

Tools

Genesys Architect

Azure AD

Okta

Ping Identity

AWS

Azure

Job description

Responsibilities

• Create and refine IVR/IVA flows through Genesys Architect
• Fine-tune call routing strategies, queues, skills, schedules and user setups
• Build bots via Genesys Dialog Engine (NLU/NLP) across voice and digital channels
• Develop automation workflows that leverage Genesys Cloud APIs, web services and 3rd-party integrations
• Set up telephony components such as SIP trunks, DID routing, Edge settings and station configurations
• Activate and maintain digital channels including chat, email, messaging and social media
• Roll out new features, improvements and platform updates within a continuous improvement approach
• Connect Genesys Cloud CX to external systems like CRM, ticketing and authentication platforms
• Partner with development teams to enable middleware or backend integrations
• Oversee performance, call flows, interaction paths and platform health
• Conduct root-cause analysis of call failures, routing issues and telephony problems
• Deliver L2/L3 technical support for incidents and coordinate with Genesys Care for escalations
• Produce dashboards and custom reports through Genesys Analytics
• Administer user roles, permissions and access control while upholding SSO, data privacy and compliance standards
• Maintain documentation of configurations, flows, integrations and release changes

Requirements

• 5+ years of experience in Genesys Cloud CX engineering or development along with software development
• Expertise in Architect flow design spanning call flows, IVRs and bots
• Proficiency in routing strategies such as ACD, skills, preferred agent and bullseye
• Skills in telephony covering SIP, trunks and call control
• Competency in digital channels like chat, email and messaging
• Knowledge of REST APIs, JSON and web services
• Background in OAuth and SSO/IdP integrations such as Azure AD, Okta and Ping
• Understanding of cloud networking fundamentals with AWS or Azure preferred
• Strong problem-solving and analytical thinking paired with excellent communication skills for technical and business audiences
• Capability to thrive in fast-paced agile environments
• Genesys Cloud CX Certified Professional (GCX-P)
• Genesys Cloud Architect Certification
• ITIL Foundation
• Nice to have Familiarity with AI-powered bots, sentiment analysis and speech analytics
• Background in contact center migrations such as Avaya, Cisco and Genesys Engage to Cloud CX
• Flexibility to use scripting languages including Python, PowerShell and JavaScript