Remote-First Genesys Systems Engineer — Omnichannel Lead

Forward Financing LLC

United States

Remote

USD 88,000 - 111,000

Full time

14 days+

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Benefits offered by this job

Medical

Dental

Vision

Flexible time-off

Parental leave

RRSP match

Wellness reimbursement

Volunteering days

Professional development budget

Charitable donation match

Job summary

Forward Financing LLC is seeking a Senior Genesys Systems Engineer to lead the Genesys contact center platform. You will act as the main SME and administrator, shaping how we route calls, messages, and emails across channels.

You’ll work closely with Salesforce and other tools to deliver scalable, reliable customer experiences. You will own complex deployment strategies, troubleshoot high‑level platform issues, and coordinate with stakeholders to translate business needs into robust technical

Qualifications

5+ years of experience as Genesys Administrator, Engineer, or Architect with Cloud CX preferred.
Deep expertise configuring and optimizing Genesys routing, IVR, and omnichannel workflows.
Experience integrating Genesys with Salesforce and other CRM tools.
Strong understanding of telecom concepts, WebRTC, and carrier provisioning.
Proven ability to manage complex incidents under SLAs and coordinate with vendors.

Responsibilities

Act as the primary Subject Matter Expert and administrator for the Genesys contact center platform.
Configure, manage, and optimize routing, IVR, and omnichannel workflows.
Integrate and coordinate SMS, Voice, and Email communications within the Genesys ecosystem.
Collaborate with Salesforce to co-develop features and ensure seamless integrations.
Troubleshoot advanced platform issues and manage incidents to maintain system health.