Remote Genesys Cloud CX Engineer

Forward Financing LLC; Boston (MA); On-site; CAD 105,000 - 128,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

RRSP match

Wellness reimbursement

Flexible time-off policy

Remote-first

Job summary

Forward Financing LLC is seeking a Genesys Systems Engineer to support and optimize our Genesys contact center platform across voice, SMS, and email. You will translate business needs into technical designs, collaborate with Salesforce teams, and ensure system health and scalability for agents and customers alike.

You will work in a remote-first environment with opportunities for in-office collaboration. The role emphasizes strong problem solving, stakeholder communication, and impactful

Qualifications

• 2–4 years in a related telecom role (Genesys Cloud CX experience preferred).
• Solid Genesys platform knowledge including routing, basic API integrations, and omnichannel capabilities.
• Familiarity with Salesforce integration to contact center systems.
• Good written and verbal communication abilities.

Responsibilities

• Provide support and assist in maintaining the Genesys contact center platform.
• Assist in configuring and optimizing routing, IVR, and omnichannel workflows.
• Support omnichannel setup that includes SMS, Voice, and Email.
• Develop deep understanding of Genesys flow logic for enhancements.
• Implement simple features and scalable solutions to improve customer/agent experience.
• Collaborate with stakeholders to translate requirements into technical designs.
• Troubleshoot issues, resolve incidents, and support system health.
• Monitor performance and integrations with internal CRM and third-party tools.

Skills

Genesys Cloud CX

Routing & IVR

Omnichannel workflows

API integrations

Salesforce integration

WebRTC concepts

Stakeholder collaboration

Problem solving

Strong communication

Tools

Salesforce

Job description

Forward Financing LLC is seeking a Genesys Systems Engineer to support and optimize our Genesys contact center platform across voice, SMS, and email. You will translate business needs into technical designs, collaborate with Salesforce teams, and ensure system health and scalability for agents and customers alike.

You will work in a remote-first environment with opportunities for in-office collaboration. The role emphasizes strong problem solving, stakeholder communication, and impactful