Genesys Cloud Engineer

Verigent; United States; On-site; USD 171,924,000 - 186,252,000; Full time

Job summary

Verigent's client is seeking a skilled Genesys Cloud Engineer to provide ongoing administration, support, troubleshooting, and maintenance of their Genesys Cloud CX environment. This role will serve as the primary technical resource responsible for ensuring the reliability, performance, and continuous improvement of the organization's cloud contact center platform.

The ideal candidate has 3-5+ years of experience with Genesys Cloud CX, strong administration skills, SIP/trunk connectivity, and a

Qualifications

• 3-5+ years of experience supporting Genesys Cloud CX environments.
• Strong knowledge of Genesys Cloud administration and configuration.
• Experience with Genesys Architect, call routing, queues, skills, and user management.
• Understanding of SIP, VoIP, telephony concepts, and carrier connectivity.
• Experience troubleshooting voice quality, call flow, and contact center issues.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.

Responsibilities

• Provide day-to-day administration and support for the Genesys Cloud CX platform.
• Monitor platform health, performance, and availability to ensure optimal operation.
• Troubleshoot and resolve issues related to call routing, IVRs, queues, agents, telephony, integrations, and reporting.
• Configure and maintain call flows using Genesys Architect.
• Manage users, roles, permissions, skills, queues, and routing profiles.
• Support inbound and outbound voice services, including SIP trunk connectivity and telephony integrations.
• Analyze and resolve contact center incidents, service requests, and escalations.
• Perform platform upgrades, testing, configuration changes, and maintenance activities.
• Develop and maintain documentation for system configurations, procedures, and support processes.
• Collaborate with business units to gather requirements and implement system enhancements.
• Support reporting and analytics needs using Genesys Cloud reporting tools and dashboards.

Skills

Genesys Cloud CX administration

Call routing

IVR

SIP/VoIP

Troubleshooting

Analytical skills

Documentation

Communication skills

Tools

Genesys Architect

Genesys Cloud reporting

Job description

Pay Range: $60-65/hr. (negotiable based on experience)

Summary

Verigent's client is seeking a skilled Genesys Cloud Engineer to provide ongoing administration, support, troubleshooting, and maintenance of their Genesys Cloud CX environment. This role will serve as the primary technical resource responsible for ensuring the reliability, performance, and continuous improvement of the organization's cloud contact center platform.

Responsibilities

• Provide day-to-day administration and support for the Genesys Cloud CX platform.


• Monitor platform health, performance, and availability to ensure optimal operation.


• Troubleshoot and resolve issues related to call routing, IVRs, queues, agents, telephony, integrations, and reporting.


• Configure and maintain call flows using Genesys Architect.


• Manage users, roles, permissions, skills, queues, and routing profiles.


• Support inbound and outbound voice services, including SIP trunk connectivity and telephony integrations.


• Analyze and resolve contact center incidents, service requests, and escalations.


• Perform platform upgrades, testing, configuration changes, and maintenance activities.


• Develop and maintain documentation for system configurations, procedures, and support processes.


• Collaborate with business units to gather requirements and implement system enhancements.


• Support reporting and analytics needs using Genesys Cloud reporting tools and dashboards.

Qualifications

• 3-5+ years of experience supporting Genesys Cloud CX environments.


• Strong knowledge of Genesys Cloud administration and configuration.


• Experience with Genesys Architect, call routing, queues, skills, and user management.


• Understanding of SIP, VoIP, telephony concepts, and carrier connectivity.


• Experience troubleshooting voice quality, call flow, and contact center issues.


• Strong analytical, troubleshooting, and problem-solving skills.


• Excellent written and verbal communication skills.