332 Lead Genesys Cloud Engineer

Techstra Solutions; Pittsburgh (Allegheny County); On-site; USD 140,000 - 180,000; Full time

Job summary

Techstra Solutions is seeking an expert Lead Genesys Cloud Engineer to design, develop, and implement sophisticated contact center routing strategies and omnichannel call flows. You will lead the technical execution for Genesys Cloud CX solutions, bridging business requirements with high-performance delivery in a secured, compliant environment for financial services clients.

You will guide hybrid onshore/offshore teams, drive CI/CD governance, and craft clear user stories with acceptance

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• 5+ years hands-on experience in Genesys Cloud Architect, call flow development, and complex routing.
• Strong proficiency in Genesys Cloud Data Actions and REST API integration; experience with Genesys Cloud CX as Code and CI/CD.
• Extensive Agile/Scrum experience including sprint planning, retrospectives, and demos.
• Experience in hybrid onshore/offshore delivery models and banking/financial services compliance.

Responsibilities

• Architect, build, and maintain Genesys Cloud Architect flows and advanced routing strategies.
• Lead the technical design process and propose software solutions meeting complex business needs with high security standards.
• Develop and configure Genesys Cloud Data Actions and integrate external systems via REST APIs.
• Implement and maintain Genesys Cloud CX as Code and CI/CD pipelines for automated deployments.
• Lead code reviews, mentor junior team members, and coordinate onshore/offshore teams.
• Create robust technical documentation, process diagrams, and user stories with acceptance criteria.

Skills

Genesys Cloud Architect

Call flow design

Contact center routing

Agile/Scrum

Hybrid onshore/offshore delivery

Banking compliance

Genesys Cloud Certification

REST API integration

Education

Bachelor’s degree in Computer Science/IT

Tools

Genesys Cloud Data Actions

CI/CD pipelines

Job description

Role Overview

Techstra Solutions is seeking an expert Lead Genesys Cloud Engineer to lead the design, development, and implementation of sophisticated contact center routing strategies and omnichannel call flows. In this role, you will be the technical lead for Genesys Cloud CX solutions, bridging the gap between complex business requirements and high-performance technical execution. You will work within an integrated onshore/offshore model to deliver secure, scalable, and compliant customer engagement solutions, specifically tailored for our clients in the financial services sector.

Key Responsibilities

• Core Routing & Flow Design: Architect, build, and maintain complex Genesys Cloud Architect flows and advanced contact center routing strategies that optimize the customer experience.
• Technical Leadership: Lead the technical design process, proposing software solutions that address complex business needs while adhering to strict industry compliance and security standards.
• Solution Engineering: Develop and configure Genesys Cloud Data Actions and integrate external systems via REST APIs to create dynamic, data-driven customer interactions.
• CI/CD & Governance: Implement and maintain Genesys Cloud CX as Code and CI/CD pipelines to ensure automated, repeatable, and high-quality deployments.
• Collaboration & Mentorship: Act as a technical steward within Agile/Scrum teams. Lead code reviews, provide technical guidance to junior team members, and ensure seamless communication across onshore and offshore development crews.
• Strategic Documentation: Create robust technical documentation, process flow diagrams, and clear user stories with actionable acceptance criteria to guide development.

Required Qualifications/Skills

• Bachelor’s degree in Computer Science, Information Technology, or related field
• Core Expertise: 5+ years of hands‑on experience specifically in Genesys Cloud Architect, call flow development, and complex contact center routing strategies.
• Technical Proficiency:
  • Strong proficiency in Genesys Cloud Data Actions and REST API integration.
  • Experience with Genesys Cloud CX as Code and CI/CD processes.
• Methodology: Extensive experience working in Agile/Scrum environments, including active participation in sprint planning, retrospectives, and demos.
• Team Dynamics: Proven track record of success in hybrid onshore/offshore delivery models.
• Domain Knowledge: Ability to align technical solutions with strict banking and financial services compliance standards.
• Certification: Genesys Cloud Certification is highly preferred.
• Note: This role focuses on CX/routing architecture; no Java development is required.

Location: Pittsburgh, PA (relocation assistance is offered)

AboutTechstraSolutions

Techstra Solutions is a certified woman‑owned (WBENC) management consulting firm specializing in strategy, technology, and implementation services for large organizations undergoing digital and talent transformation. Our experienced team partners with clients to co‑create innovative solutions in applications, data, AI, and automation that accelerate measurable, sustainable change. From advisory consulting through technical execution, we are dedicated to driving world‑class business solutions that fit your strategic requirements and deliver results. For more information: www.techstrasolutions.com

Equal Employment Opportunity Statement

Techstra Solutions is an equal opportunity employer. The Company makes its decisions on merit, and its policy of equal opportunity prohibits discrimination in all phases of the employment process, including, but not limited to, recruitment, hiring, promotion, selection, transfer, demotion, layoff, termination, compensation, benefits, and other terms and conditions of employment. The policy of equal opportunity applies without regard to race, color, creed, religion, gender, sexual orientation, gender identification, pregnancy, marital status, national origin, ancestry, age, disability that can reasonably be accommodated without undue hardship, military status, veteran status, genetic predisposition or carrier status, alienage or citizenship, domestic partnership status, arrest or conviction record, status as a victim of domestic violence, or any other protected categories under federal, state, or local law. The Company also prohibits discrimination or harassment based upon the perception that a person has, or is associated with a person who has, any of these characteristics.