Senior Genesys Cloud CX Architect & Lead 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

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.