Genesys Cloud Engineer: Outbound Dialer & CX Optimization

CPI Security; Town of Charlotte (NY); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Competitive benefits

Professional development

Job summary

CPI Security is seeking an experienced Genesys Cloud Engineer to serve as the technical owner for their Genesys Cloud CX environment, with a focus on outbound dialer strategy, administration, performance and optimization. This full-time role is based in-office at our Charlotte, NC headquarters.

You will partner with contact center leadership, IT, and vendor teams to translate business goals into reliable Genesys Cloud solutions, supporting campaigns, routing, integration and AI-enabled

Qualifications

• Bachelor's degree preferred; equivalent experience considered.
• 5+ years of enterprise contact center or telecommunications experience.
• 3+ years of Genesys Cloud CX administration/engineering experience.

Responsibilities

• Own configuration, administration, monitoring and optimization of Genesys Cloud outbound dialing.
• Design and maintain outbound campaigns, lists, sequences, dialing modes and schedules.
• Monitor dialer performance and drive improvements in contact rates and queue conditions.
• Collaborate with Salesforce and business teams to support calling plans and agent workflows.
• Troubleshoot campaign execution, data issues, and carrier/routing concerns.
• Maintain compliance-related dialer settings and audit documentation.
• Administer Genesys Cloud users, roles, queues and integrations.
• Build and support Architect flows, routing and data actions.
• Troubleshoot voice quality, SIP, VoIP, trunks and incidents.
• Support dashboards, reporting, data exports, APIs and secure integrations.
• Evaluate AI capabilities like Agent Copilot and interaction summarization.

Skills

Genesys Cloud CX

Outbound dialing

SIP/VoIP

Architect flows

Salesforce integration

Education

Bachelor's degree in IT/CS/Engineering

Tools

Salesforce

Genesys Cloud CX

Job description

CPI Security is seeking an experienced Genesys Cloud Engineer to serve as the technical owner for their Genesys Cloud CX environment, with a focus on outbound dialer strategy, administration, performance and optimization. This full-time role is based in-office at our Charlotte, NC headquarters.

You will partner with contact center leadership, IT, and vendor teams to translate business goals into reliable Genesys Cloud solutions, supporting campaigns, routing, integration and AI-enabled