Genesys Engineer

Shoptalk; Phoenix (AZ); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive salary and stock option plan

100% paid medical, dental and vision insurance

Flexible PTO

Paid parental leave

Job summary

Shoptalk is seeking a skilled Genesys Engineer to enhance our Genesys Cloud platform. This hybrid role based in Phoenix requires you to design and support contact center solutions and partner with various teams for operational success.

Ideal candidates have over 5 years of experience with Contact Center technologies and Genesys Cloud. Join us to help drive innovative customer service operations and enjoy competitive pay, comprehensive benefits, and professional growth opportunities.

Qualifications

• 5+ years of experience supporting and implementing Contact Center technologies.
• Hands-on experience with Genesys Cloud, including Interaction Flow Design and Omnichannel environments.
• Strong problem-solving skills with a customer-focused mindset.

Responsibilities

• Design, implement, configure, test, and support Genesys Cloud solutions.
• Lead projects critical to the growth of the contact center environment.
• Troubleshoot and resolve platform issues minimizing disruptions.

Skills

Genesys Cloud

Contact Center technologies

Communication Skills

Analytical Skills

Tools

Salesforce

Microsoft Dynamics

Job description

About the Role

We are seeking a Genesys Engineer to support the configuration, administration, enhancement, and ongoing maintenance of our Genesys Cloud platform. In this role, you will help build and optimize omnichannel contact center solutions, partner with business and technology teams on new initiatives, and support the day‑to‑day operation of our customer service environment. The ideal candidate has hands‑on experience with Genesys Cloud, contact center technologies, and a strong understanding of customer service operations.

This is a hybrid position based in our Phoenix office, requiring onsite presence Tuesday through Thursday.

What You’ll Do

• 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.

What We Look For

• 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, and omnichannel contact center environments (voice, chat, messaging, email, etc.).
• Genesys Cloud certifications (such as Certified Genesys Engineer) 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.

Nice to have

• Experience integrating Genesys Cloud with API‑driven CRM platforms (Salesforce, Microsoft Dynamics, etc.).
• Experience in fintech, banking, lending, or financial services environments.
• Experience supporting a globally distributed, hybrid in‑house and outsourced staffed contact center organization as a direct employee.
• Experience with APIs, integrations, automation, or custom Genesys Cloud development.

What We Offer You

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance
• Flexible PTO
• Opportunities for professional growth and development
• Paid parental leave
• Health & wellness initiatives

Equal Opportunity Employer

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.