Genesys Cloud CX Engineer

TPA technologies; Weehawken (NJ); On-site; USD 100,000 - 130,000; Full time

Job summary

TPA technologies is seeking an experienced Genesys Cloud CX Engineer for a high-profile engagement supporting UBS. The role involves designing, developing, and optimizing customer experience solutions using Genesys Cloud CX, with responsibilities in IVR development, telephony configuration, and analytics.

The ideal candidate will have over 3 years of hands-on experience with Genesys Cloud CX, strong technical skills in telephony and integrations, and excellent collaborative abilities. Join us to be part of a transformative customer experience initiative.

Qualifications

• 3+ years of hands-on experience with Genesys Cloud CX.
• Strong expertise in IVR and call flow development.
• Experience with REST APIs and cloud platforms (AWS/Azure).

Responsibilities

• Design, develop, and enhance IVR and customer interaction flows.
• Configure telephony infrastructure and maintain digital channels.
• Monitor platform health and troubleshoot routing issues.

Skills

Genesys Cloud CX

IVR development

SIP telephony

REST APIs

Collaboration

Job description

Overview

We are seeking an experienced Genesys Cloud CX Engineer to join a high‑profile engagement supporting UBS. This role will be responsible for designing, developing, configuring, and optimizing customer experience and contact center solutions within the Genesys Cloud CX platform.

This is an excellent opportunity to work directly with enterprise‑scale contact center environments, modern cloud technologies, and customer experience transformation initiatives.

Responsibilities

Design & Development

• Design, develop, and enhance IVR and customer interaction flows using Genesys Architect.
• Build and optimize routing strategies including ACD, skills‑based routing, preferred agent, and bullseye routing.
• Develop conversational bots utilizing Genesys Dialog Engine (NLU/NLP).
• Create automation workflows leveraging Genesys Cloud APIs and third‑party integrations.

Platform Configuration & Administration

• Configure and support telephony infrastructure including SIP trunks, DID routing, Edge devices, and station configurations.
• Implement and maintain digital channels including chat, email, messaging, and social media.
• Deploy new platform capabilities, enhancements, and updates.

Integration & Automation

• Integrate Genesys Cloud CX with CRM, ticketing, authentication, and enterprise systems.
• Develop solutions using REST APIs, JSON, webhooks, and event streams.
• Collaborate with development teams on middleware and backend integrations.

Monitoring & Support

• Monitor platform health, call flows, interaction paths, and performance metrics.
• Troubleshoot routing, telephony, and call flow issues.
• Provide L2/L3 support and coordinate escalations with Genesys Care.

Analytics & Reporting

• Develop dashboards and reporting solutions using Genesys Analytics.
• Analyze operational metrics including SLA, AHT, abandon rates, agent productivity, and customer experience KPIs.
• Identify opportunities for platform optimization and process improvement.

Security & Governance

• Manage user roles, permissions, and access controls.
• Support SSO integrations and compliance initiatives.
• Maintain security and data privacy standards.

Required Qualifications

Technical Experience

• 3+ years of hands‑on experience with Genesys Cloud CX.
• Strong expertise in IVR and call flow development, ACD and routing strategies, SIP telephony and trunking, digital channels (chat, email, messaging).
• Experience with REST APIs, JSON, web services, and knowledge of cloud platforms (AWS and/or Azure).

Soft Skills

• Collaboration, problem‑solving, and communication skills.

Preferred Certifications

• Genesys Cloud CX Certified Professional (GCX‑P).