Genesys Engineer

Upgrade; Phoenix (AZ); Hybrid; USD 90,000 - 120,000; 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

Dormont Manufacturing Co is seeking a Genesys Engineer in Phoenix, Arizona, to support critical contact center technologies. This hybrid role involves collaboration with business and technology teams to enhance our Genesys Cloud platform and improve customer service operations.

The ideal candidate will have hands-on experience with Genesys Cloud solutions, excellent communication skills, and the ability to manage multiple priorities in a fast-paced environment.

We offer competitive salary, comprehensive benefits, and opportunities for professional growth.

Qualifications

• 5+ years of experience supporting and implementing Contact Center technologies.
• Hands-on experience with Genesys Cloud and contact center environments.
• Strong analytical, troubleshooting, and problem-solving skills.

Responsibilities

• Design, implement, and support contact center solutions on the Genesys Cloud platform.
• Lead projects critical to the growth of our contact center environment.
• Troubleshoot and resolve platform issues while minimizing operational disruption.

Skills

Genesys Cloud

Customer service operations

Contact Center technologies

Communication skills

Analytical skills

Tools

Genesys Cloud

API-driven CRM platforms

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, 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

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.