Genesys Cloud Engineer — Hybrid/Remote PT CX

Upgrade, Inc.; Phoenix (AZ); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Stock options

Medical coverage

Flexible PTO

Growth opportunities

Parental leave

Wellness programs

Job summary

Upgrade, Inc. in Phoenix, AZ, is seeking a Genesys Engineer to design, implement, and operate our Genesys Cloud-based contact center solutions. You’ll collaborate with Operations, Business, and Technology teams and lead projects that enhance omnichannel experiences while maintaining day-to-day platform support.

The role offers a hybrid schedule (Phoenix onsite Tue–Thu) with remote options within Pacific Time, a competitive salary, stock options, and comprehensive benefits.

Qualifications

• 5+ years of experience supporting and implementing Contact Center technologies.
• Hands-on experience with Genesys Cloud, including: Interaction Flow Design, Intelligent and Predictive Routing, Outbound Contact Management, System Configuration and Administration, Omnichannel contact center environments (voice, chat, messaging, email, etc.)
• Genesys Cloud certifications are highly valued.
• Strong experience with solution configuration, implementation, testing, troubleshooting, and production support.
• Ability to manage multiple priorities in a fast-paced, high-growth environment.
• Strong communication skills with the ability to work effectively across technical teams, business stakeholders, and leadership.
• Excellent analytical, troubleshooting, and problem-solving skills with a customer-focused mindset.

Responsibilities

• Design, implement, configure, test, and support contact center solutions on the Genesys Cloud platform.
• Lead and execute projects that are critical to the growth and evolution of our contact center environment.
• Partner with Operations, Business, and Technology teams to gather requirements, communicate project status, and drive successful outcomes.
• Collaborate with fellow Genesys team members to support day-to-day platform operations and ongoing enhancements.
• Evaluate and recommend new Genesys Cloud capabilities and technologies to support business growth and improve customer experience.
• Work closely with Engineering, Infrastructure, and other technical teams to deliver scalable contact center solutions.
• Troubleshoot and resolve platform issues while minimizing disruption to contact center operations.
• Participate in on-call support and after-hours change management activities as needed.

Skills

Genesys Cloud

Omnichannel

Contact center

System configuration

Troubleshooting

Cross-functional collaboration

Job description

Upgrade, Inc. in Phoenix, AZ, is seeking a Genesys Engineer to design, implement, and operate our Genesys Cloud-based contact center solutions. You’ll collaborate with Operations, Business, and Technology teams and lead projects that enhance omnichannel experiences while maintaining day-to-day platform support.

The role offers a hybrid schedule (Phoenix onsite Tue–Thu) with remote options within Pacific Time, a competitive salary, stock options, and comprehensive benefits.