Contact Center Application Engineer

INSPYR Solutions; Westmont (IL); Hybrid; USD 110,000 - 170,000; Part time

Job summary

INSPYR Solutions is seeking an experienced Genesys Contact Center Applications Engineer to design, build, and maintain a cloud contact center platform using Genesys Cloud CX. You will develop call flows, IVRs, and digital messaging, and integrate with CRM, scheduling, and data systems.

The role includes AI agent projects and CI/CD automation. You will also build dashboards, ensure PCI/PII compliance, and collaborate across security, compliance, and infrastructure teams.

Qualifications

• Bachelor's degree in CS/IT or related field.
• 5+ years in contact center app engineering or CCaaS.
• Hands-on Genesys Cloud CX experience (Architect flows, Data Actions, OAuth).
• Experience building API integrations with REST/JSON and OAuth 2.0.
• Experience building bots and virtual agents (Genesys Bot Flows, Dialogflow CX, Lex).
• Experience with reporting via Genesys Analytics or BI tools (Power BI, Tableau).
• Experience with AI/ML, LLMs, prompt engineering, and Azure OpenAI / Foundry.
• Strong scripting skills (PowerShell, Python, JavaScript/Node.js).
• Familiar with Azure/AWS cloud services and CCaaS tech.
• Knowledge of SIP, WebRTC, SBCs, PSTN routing.

Responsibilities

• Design, build, and maintain Genesys Cloud CX flows and IVRs.
• Develop API integrations between Genesys Cloud CX and CRM/ERP systems.
• Build and tune bots and virtual agents for voice and self-service.
• Create contact center dashboards and KPIs using BI tools.
• Lead internal AI agent projects using Azure OpenAI and RAG.
• Develop automation for agent provisioning and queue management.
• Collaborate with Phone Team and Service Desk on voice routing issues.
• Support change management, release planning, and documentation.
• Coordinate with Security/Compliance for data handling and PCI/PII.
• Attend onsite meetings at Company locations as needed.

Skills

Genesys Cloud CX

Architect flows

Data Actions

OAuth 2.0

API integrations

Bots / virtual agents

Power BI

Azure OpenAI

Python/PowerShell

Cloud platforms (Azure/AWS)

SIP/WebRTC/CCaaS

Education

Bachelor's degree in Computer Science, IT, or related

Tools

Genesys Cloud CX

Power BI

Azure OpenAI / Azure AI Foundry

AWS Lambda

Google Dialogflow CX

Amazon Lex

Tableau

Azure Functions

Logic Apps

SIP/WebRTC

Job description

Title: Genesys Contact Center Application Engineer

Location: Hybrid (1 day onsite) - McKinney, TX or Westmont, IL

Duration: Contract to hire

Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.

Job Summary

We are seeking an experienced Genesys Contact Center Applications Engineer to join our growing IT team. In this role, you will be responsible for designing, building, and maintaining our cloud contact center platform with a primary focus on Genesys Cloud CX to ensure an exceptional customer and agent experience across voice, digital, and self-service channels.

Core Responsibilities

• Design, build, and maintain Genesys Cloud CX Architect call flows, IVRs, in-queue flows, callback flows, and digital messaging flows that align with business and customer experience goals.
• Develop and maintain API integrations between Genesys Cloud CX and internal/external systems (CRM, scheduling, ticketing, data warehouse, AI services) using Genesys Cloud APIs, Data Actions, AWS Lambda, and webhooks.
• Build and tune bots and virtual agents — including Genesys Dialog Engine Bot Flows, Google Dialogflow CX, Amazon Lex, and Azure-based bots — for voice and digital self-service.
• Create and maintain contact center reporting and dashboards using Genesys Cloud Performance views, Analytics APIs, and BI tools (e.g., Power BI) to surface KPIs for operations and leadership.
• Lead the design and implementation of an internal Company’s contact center AI agent (LLM-based) leveraging Azure OpenAI / Azure AI Foundry, retrieval-augmented generation (RAG), and integration with Genesys Cloud CX.
• Develop automation for routine contact center operations — agent provisioning, queue/skill management, prompt management, configuration deployment, and quality monitoring — using scripting and CI/CD practices.
• Partner with the Phone Team and Service Desk to troubleshoot complex voice, routing, and integration issues across SIP, WebRTC, SBC, and carrier paths.
• Support change management, release planning, and documentation for all contact center applications, integrations, and AI components.
• Collaborate with Security, Compliance, and Infrastructure teams to ensure all integrations meet PCI, PII, and data-handling requirements (including conditional access, secrets management, and logging).

Job Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 5 years of experience in contact center application engineering, telephony/CCaaS engineering, or a related field.
• Strong hands-on experience with Genesys Cloud CX, including Architect flows (inbound, outbound, in-queue, callback, digital), Data Actions, OAuth clients, and Admin configuration.
• Proven experience designing and implementing API integrations (REST/JSON, OAuth 2.0) between Genesys Cloud CX and systems such as Dynamics 365, ServiceNow, or custom applications.
• Experience building bots / virtual agents (Genesys Bot Flows, Dialogflow CX, Amazon Lex, or equivalent) and tuning intents, entities, and conversation design.
• Experience building reports and dashboards using Genesys Analytics APIs, Performance/Interaction views, and BI tools (Power BI, Tableau, or similar).
• AI/ML experience required, including hands-on work with large language models (LLMs), prompt engineering, RAG, and frameworks such as Azure OpenAI / Azure AI Foundry, OpenAI, LangChain, or Semantic Kernel.
• Solid scripting/development skills — PowerShell, Python, JavaScript/Node.js — for automation and integration work.
• Familiarity with cloud platforms, especially Microsoft Azure (Functions, Logic Apps, Key Vault, API Management) and/or AWS (Lambda, S3, API Gateway).
• Working knowledge of SIP, WebRTC, SBCs, codecs, and PSTN/carrier concepts sufficient to troubleshoot voice quality and routing issues.
• Strong understanding of contact center KPIs (AHT, ASA, FCR, CSAT, abandonment, occupancy) and how to design flows and reports that influence them.
• Familiarity with ITIL frameworks and structured change management processes.
• Strong communication and interpersonal skills to work effectively with cross-functional teams and present technical concepts to non-technical stakeholders.
• Ability to work independently and as part of a team, manage multiple projects, and prioritize effectively.
• Participate in maintenance activities during and after business hours on weekdays and weekends based on business need.
• Attend meetings or working sessions onsite at any of our Company locations, including corporate buildings.

Desirable Skills

• Experience with Network Automation and Orchestration
• Familiarity with Cloud Networking and Virtualization
• Experience with intrusion detection and prevention systems, vulnerability scanners, and endpoint protection
• Strong communication and leadership skills to manage projects, mentor junior staff, and collaborate effectively with other teams.
• Ability to work under pressure and handle multiple tasks simultaneously can also be an advantage.

About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other protected status. INSPYR Solutions complies with all applicable laws governing nondiscrimination in employment in every location in which the company has facilities. Applicants requiring reasonable accommodation during the application or interview process should contact [e-mail] for assistance.

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