Lead Genesys Cloud CX Engineer

EPAM Systems; Wrocław; Hybrid; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Hybrid by design

Remote work within Poland

Relocation opportunities

English classes

Health insurance

Job summary

EPAM Systems in Wrocław is seeking a Lead Genesys Cloud CX Engineer to architect, build, configure and support customer experience and contact center solutions on the Genesys Cloud CX platform.

You will design IVR/IVA flows, optimize routing, integrate with CRM systems and analytics, and drive platform health through continuous improvement. Hybrid work options within Poland and international project exposure are available.

Qualifications

• 5+ years in Genesys Cloud CX engineering or development.
• Expertise in Architect flow design for IVRs and bots.
• Proficiency in routing strategies (ACD, skills, bullseye).
• Experience with SIP/trunks and call control.
• Knowledge of REST APIs and web services.
• Experience with OAuth/SSO integrations (Azure AD, Okta, Ping).
• Familiarity with cloud networking (AWS/Azure).
• Strong communication for technical/business audiences.
• Ability to thrive in agile environments.
• GCX-P and Architect certifications
• ITIL Foundation.

Responsibilities

• Architect and refine IVR/IVA flows in Genesys Architect.
• Tune routing, queues, skills, and agent setups.
• Build bots with Genesys Dialog Engine across channels.
• Develop automation using Genesys Cloud APIs and integrations.
• Set up telephony components and Edge configurations.
• Activate digital channels (chat, email, messaging).
• Deliver L2/L3 support and coordinate escalations.
• Produce dashboards/reports with Genesys Analytics.
• Maintain documentation and access controls.

Skills

Genesys Cloud CX

Architect flow design

Agile

Communication

Problem-solving

Education

GCX-P Certification

Genesys Cloud Architect Certification

ITIL Foundation

Tools

Genesys Architect

Genesys Dialog Engine

REST APIs

Job description

We are looking for a skilled Lead Genesys Cloud CX Engineer to architect, build, configure and support customer experience and contact center solutions on the Genesys Cloud CX platform. In this position, you will create and architect flows, connect systems, set up routing strategies and safeguard optimal platform performance in alignment with business goals.

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

We offer

• We gather like-minded people:
  • Top tech minds driving innovation in AI, cloud and digital platform modernization
  • Supportive team and agile, startup‑like culture
  • Hybrid by design mode and opportunity to work remotely within Poland
  • Chance to work abroad for up to 60 days annually
  • Business‑driven relocation opportunities
• We provide growth opportunities:
  • Career development programs
  • Thought leadership, mentoring, soft skills and well‑being programs
  • Certification (Anthropic, Gemini, GCP, Azure, AWS)
  • English classes
• We cover it all:
  • Stable pay
  • Participation in the Employee Stock Purchase Plan with a 15% discount
  • Benefits package (health insurance, multisport, shopping vouchers)
  • Referral bonuses up to $2,000
  • Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and more
  • Corporate, social and well‑being events
• Please, note:
  • Benefits listed above are available to employees only
  • We are open for working with Contractors. Terms of B2B cooperation agreements are agreed individually
  • We will reach out to selected candidates exclusively

EPAM is global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product and platform engineering, we empower our clients to become AI‑Native enterprises, driving measurable value from innovation and digital investments.