Onsite Genesys Cloud Engineer — Outbound Dialer Lead

CPI Security

Charlotte (NC)

On-site

USD 110,000 - 150,000

Full time

18 hours ago

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Benefits offered by this job

Competitive benefits

Ongoing training

Professional development

Growth opportunities

Job summary

CPI Security in Charlotte, North Carolina, is seeking an experienced Genesys Cloud Engineer to own the CX environment, with a focus on outbound dialer strategy, administration, performance and optimization. This full-time, in-office role sits at our headquarters in Charlotte and partners with cross-functional teams to deliver reliable Genesys Cloud solutions.

You will support outbound campaigns, inbound routing, Architect flows, integrations and analytics, while advancing AI-enabled capabilities

Qualifications

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

Responsibilities

Own configuration, administration, monitoring and optimization of Genesys Cloud outbound dialing capabilities.
Design and maintain outbound campaigns, contact lists, campaign sequences, dialing modes and schedules.
Monitor dialer performance and recommend improvements based on metrics and priorities.
Support daily calling plans with Salesforce and business stakeholders.
Troubleshoot campaign execution, contact list errors, dialing behavior and routing issues.
Maintain compliance-related dialer settings in partnership with Legal and Compliance.
Administer Genesys Cloud users, roles, permissions, queues, skills and platform integrations.
Build and support Genesys Architect flows, ACD routing and queue behavior.
Troubleshoot voice quality, SIP, VoIP, carrier connectivity and contact center incidents.