Genesys Cloud Developer (Remote)

Jobseurope.Io; Leiria; Remote; EUR 83,000 - 152,000; Full time

Benefits offered by this job

Remote EU freelance/B2B option

Sofia office option with social-wel

Home office allowance

Paid time off

Competitive remuneration

Team events

Wn LAB hotel stay option

Job summary

WorkNomads is seeking a senior Genesys Cloud CX engineer to lead design, deployment and support of contact center solutions for production environments.

You will own technical designs, implement AI-powered IVR and omnichannel flows, and collaborate with cross-functional teams to deliver scalable, reliable customer experiences across channels.

Qualifications

• 5+ years hands-on experience with Genesys Cloud CX or closely related technology.
• Experience designing, developing, configuring and supporting production Genesys Cloud environments.
• Strong experience with Genesys Cloud Architect and complex IVR
• Knowledge of Genesys Cloud AI capabilities including Copilot and virtual agents
• Understanding of omnichannel journeys across voice, email, SMS, and digital channels
• Strong analytical and problem-solving skills with structured design approach
• Ability to own technical solutions lifecycle from requirements to production support
• Excellent communication and technical documentation skills
• Interest in advancing Genesys architecture, AI, integrations, automation, outbound campaigns and intelligent contact center tech

Responsibilities

• Design, implement, and maintain Genesys Cloud CX solutions for production environments.
• Own Genesys Cloud solutions from requirements to deployment and support.
• Design IVR and call flows using Genesys Architect for scalable solutions.
• Develop AI-powered IVR and virtual agents for multi-channel interactions.
• Implement automated outbound campaigns with intelligent follow-up workflows.
• Configure ACD, routing, queues, skills, users, and contact center workflows.
• Provide L2/L3 support and resolve production issues.

Skills

Genesys Cloud CX

Genesys Cloud Architect

IVR design

AI-powered solutions

Omnichannel campaigns

Technical ownership

Documentation skills

Communication skills

Tools

Salesforce integration

Job description

We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country.

Remote engineering services, global impact — expert engineering, design, and business talent in cross-disciplinary project teams.
Diversity celebrated — 40+ nationalities, 4 continents, one team.
Continuous growth — we invest in you: projects, coliving, community, pushing you beyond what you thought possible.

Your mission at WorkNomads:

• Design, develop, configure and maintain Genesys Cloud CX solutions for production contact center environments.
• Take technical ownership of Genesys Cloud solutions from requirements and architecture through implementation, testing, deployment and ongoing support.
• Design and implement IVR, inbound and outbound call flows using Genesys Architect, with a focus on scalable, maintainable and reusable solutions.
• Design and implement AI-powered IVR and virtual agent solutions, enabling customers to interact with conversational AI through voice and other channels.
• Design and implement automated and AI-powered outbound campaigns, including predictive/progressive dialing, automated customer outreach, campaign segmentation, call strategies and intelligent follow-up workflows.
• Work with omnichannel campaign capabilities, including voice, email, SMS and other supported digital communication channels.
• Architect and configure ACD, routing, queues, skills, users, permissions and contact center workflows according to business and technical requirements.
• Investigate and resolve complex production issues, providing L2/L3 support where required and taking ownership through to resolution and follow-up.
• Troubleshoot Genesys Cloud, SIP, RTP, VoIP, DNS and networking issues, working with infrastructure, network and application engineering teams when required.
• Translate business and operational requirements into technical designs, solution architectures and Genesys Cloud implementations.
• Contribute to the design of customer-specific solutions and participate in technical discussions with customers, engineers, architects and operational teams.
• Evaluate new Genesys Cloud AI, automation, outbound and digital capabilities and identify opportunities to incorporate them into customer solutions.
• Produce and maintain technical documentation including solution designs, architecture documentation, integration specifications, AI solution designs, campaign designs, configuration standards and knowledge-base materials.

Requirements

We want to hear from you if you have:

• 5+ years of hands-on experience with Genesys Cloud CX or a closely related Genesys/contact center technology.
• Experience designing, developing, configuring and supporting production Genesys Cloud environments.
• Strong practical experience with Genesys Cloud Architect, including designing and troubleshooting complex IVR and call flows.
• Strong understanding of Genesys Cloud AI capabilities, including Genesys Copilot, virtual agents and AI-powered customer and agent experiences.
• Understanding of omnichannel customer journeys spanning voice, email, SMS, digital channels, AI and human agents.
• Strong analytical and problem-solving skills and a structured approach to technical design and troubleshooting.
• Ability to take ownership of technical solutions throughout their lifecycle, from requirements and architecture through implementation and production support.
• Excellent communication and technical documentation skills.
• Genuine interest in developing further into Genesys architecture, AI, integrations, automation, outbound campaign solutions and intelligent contact center technologies.

Strong advantages

• Experience building AI solutions that integrate with CRM systems, knowledge bases, APIs and backend applications.
• Good understanding of APIs, REST, JSON and OAuth, preferably in the context of Genesys Cloud.
• Experience integrating Genesys Cloud with CRM, marketing automation, customer-data platforms or other enterprise systems to drive automated campaigns.
• Experience with Salesforce or other CRM integrations.
• Genesys Cloud certification.
• Experience with cloud platforms such as Azure.

Benefits

Perks of being one of us:

• Flexible work setup: work fully remotely from any country in the EU on a freelance/B2B contract, or join our Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package.
• Autonomy: an environment where your technical vision matters, and you own your work‑life balance.
• Growth: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries.
• Global vibe: an international, dynamic, remote‑first workplace.
• Connectivity Support: home office allowance
• Total Rewards: paid time off and competitive remuneration.
• Community: team get‑togethers and networking events are in our DNA!
• Seamless Living: need a base? Digitally check into a spacious room at our WN LAB Hotel, Bulgaria's biggest and coolest 4 co‑living hotel. No deposit, with special discounted rates for single apartments starting from 660 EUR/month (utilities & cleaning included!).
• Be part of something beyond work: culture, values, impact.

• Adaptação
• Criatividade
• Trabalho de equipa

Vaga em regime 100% remoto.