Lead Genesys Cloud CX Engineer

American Family Insurance; Madison (WI); Hybrid; USD 99,000 - 167,000; Full time

Job summary

American Family Insurance is seeking a skilled Software Systems Engineer with Genesys Cloud CX Platform expertise to design, develop, implement, and support enterprise contact center solutions. The role involves translating requirements into detailed designs, developing integrations, and ensuring scalable, secure systems that improve customer experience.

In this hybrid role based in Madison, WI, you will work with stakeholders and technical teams to deliver solutions, participate in testing, and

Qualifications

• Demonstrated experience providing customer-driven solutions.
• Demonstrated experience working with the Genesys Cloud CX Platform including routing, IVR, reporting, and platform configuration.
• Experience designing, implementing, supporting, and enhancing Genesys Cloud solutions in a complex enterprise environment.
• Knowledge of Genesys Cloud integrations utilizing APIs, web services, middleware, authentication methods, and third-party applications.
• Basic knowledge of application architecture, design alternatives, and development standards.
• Demonstrated experience communicating technical information to both technical and non-technical audiences.
• Demonstrated experience developing complex software systems using one or more programming languages.
• Experience establishing, supporting, and troubleshooting integrations between applications, databases, cloud platforms, and contact center systems.
• Experience analyzing and estimating project size and effort for software and contact center solutions.

Responsibilities

• Analyze business and technical requirements and translate into system designs.
• Design, develop, configure, and support Genesys Cloud CX Platform solutions.
• Collaborate with stakeholders to gather requirements and translate needs into scalable solutions.
• Document design decisions, configurations, and performance metrics.
• Lead and participate in design reviews, walkthroughs, and demonstrations.
• Troubleshoot and resolve Genesys Cloud incidents and performance issues.

Skills

Genesys Cloud CX

Customer-driven solutions

SDLC knowledge

Technical communication

System integration

Tools

APIs & Web Services

Middleware

CRM integrations

Job description

American Family Insurance is seeking a skilled Software Systems Engineer with Genesys Cloud CX Platform expertise to design, develop, implement, and support enterprise contact center solutions. The role involves translating requirements into detailed designs, developing integrations, and ensuring scalable, secure systems that improve customer experience.

In this hybrid role based in Madison, WI, you will work with stakeholders and technical teams to deliver solutions, participate in testing, and