Remote: Senior Genesys Cloud CX Engineer

Community Health Systems; Franklin (TN); Remote; USD 110.000 - 160.000; Vollzeit

Zusammenfassung

Community Health Systems seeks an experienced Senior Technical Engineer to design, implement, and optimize Genesys Cloud CX solutions for a distributed, primarily remote team. You will own complex configurations, integrations, and operational support to ensure reliability and exceptional customer experiences.

Responsibilities include building scalable routing, IVR and AI-enabled channels, troubleshooting incidents, and collaborating with Architects and stakeholders to translate requirements into

Qualifikationen

• Strong hands-on experience with Genesys Cloud CX including routing, Architect, Admin, Analytics, Voice.
• Proven ability to support production contact center environments.
• Solid troubleshooting skills and ability to work effectively during incidents.

Aufgaben

• Design, build, and maintain Genesys Cloud CX configurations (routing, queues, skills, Architect flows, IVR, digital channels).
• Implement and support voice, chat, email, and messaging experiences.
• Build and support integrations between Genesys Cloud CX and external systems (CRM, WFM, analytics).
• Assist with CI/CD or configuration automation initiatives where applicable.
• Support platform upgrades, releases, and governance processes.
• Create and maintain technical documentation and runbooks.

Kenntnisse

Genesys Cloud CX

Troubleshooting

Incident response

Communication

Tools

REST APIs

JSON

OAuth

Jobbeschreibung

Community Health Systems seeks an experienced Senior Technical Engineer to design, implement, and optimize Genesys Cloud CX solutions for a distributed, primarily remote team. You will own complex configurations, integrations, and operational support to ensure reliability and exceptional customer experiences.

Responsibilities include building scalable routing, IVR and AI-enabled channels, troubleshooting incidents, and collaborating with Architects and stakeholders to translate requirements into