Remote Genesys Cloud Engineer — Global CX Specialist

WorkNomads; Poland; On-site; PLN 120,000 - 190,000; Full time

Benefits offered by this job

Remote EU freelance/B2B option

Sofia office with local employment

Home office allowance

Paid time off

Discounted hotel stays at WN LAB

Job summary

WorkNomads is seeking a Genesys Cloud Engineer to join our remote-first team. You will provide L2 support, configure and optimize Genesys Cloud CX, and collaborate with international teams to deliver robust contact center solutions.

The role emphasizes incident ownership, documentation, and ongoing learning in Genesys Cloud, integrations, and automation within a distributed environment.

Qualifications

• 3+ years of hands-on experience in Genesys Cloud CX or related tech.
• Experience as L2 support in production environments.
• Strong Genesys Cloud administration and configuration knowledge.
• Experience configuring Users, Queues, Skills, Routing, IVR and call flows.
• Understanding of ACD, SIP, RTP, VoIP; networking basics.
• Ability to investigate incidents using logs and platform data.
• Good written and verbal English; able to work with international teams.

Responsibilities

• Provide L2 support and troubleshooting for Genesys Cloud CX in production environments.
• Own incidents from investigation to resolution, including escalation and follow-up.
• Administer and configure Genesys Cloud: users, permissions, queues, skills, routing and platform settings.
• Configure inbound/outbound contact center functionality; design and troubleshoot IVR/call flows.
• Investigate complex issues using logs, traces and configuration data; work with cross-functional teams.
• Document incidents and technical knowledge clearly; maintain knowledge-base materials.
• Collaborate with customers and international teams in a distributed setting.
• Contribute to API integrations, automation, and system-to-system workflows.

Skills

Genesys Cloud CX

Troubleshooting

Communication

English proficiency

Independent work

Team collaboration

Education

No formal degree specified

Tools

Genesys Cloud API

REST APIs

JSON

OAuth

PowerShell

Python

JavaScript

Azure Logic Apps

Power Automate

iPaaS

Job description

WorkNomads is seeking a Genesys Cloud Engineer to join our remote-first team. You will provide L2 support, configure and optimize Genesys Cloud CX, and collaborate with international teams to deliver robust contact center solutions.

The role emphasizes incident ownership, documentation, and ongoing learning in Genesys Cloud, integrations, and automation within a distributed environment.