Remote Senior Genesys Cloud Implementation Lead

Jobgether

United States

Remote

USD 130,000 - 180,000

Full time

10 days ago

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Benefits offered by this job

Fully remote work-from-home

Health, dental, and vision insurance

401(k) plan with company matching

Paid holidays

Professional development opportunities

Bring Your Own PC policy

Cell phone reimbursement

Job summary

Jobgether, on behalf of a partner company, is seeking a Sr. Genesys Cloud Implementation Engineer based in the United States.

You will design, implement, upgrade, and support Genesys Cloud solutions for enterprise contact centers, leading technical delivery across projects and post-implementation support. The role covers solution architecture, configuration, IVR/ACD scripting, and API integrations, with collaboration across PMs, TAMs, sales, and engineering.

Qualifications

At least 5 years of professional experience with IP Telephony and VoIP technologies.
Demonstrated knowledge of VoIP equipment, implementation, configuration, and technical support.
At least 3 years of experience working with Genesys Cloud CX, formerly known as PureCloud.
Associate’s degree in Information Technology or a related technical field required; Bachelor’s degree preferred.
Genesys Cloud CX certification is a plus.
Knowledge of media and voice gateways is preferred.
Strong understanding of SIP protocol implementation and support is preferred.
Excellent troubleshooting, analytical, and problem-solving skills, with the ability to assess complex technical and business issues.
Strong customer service orientation and ability to work effectively as part of a technical team.
Understanding of best practices for professional services and service-oriented organizations.
Ability to manage competing priorities and maintain delivery commitments in a fast-paced environment.
Experience with Java or JavaScript, HTML, REST web services, Genesys Cloud CX APIs, Microsoft SQL Server, third-party APIs, or web services is a plus.
At least 1 year of network administration and support experience is preferred.
Experience with .NET or C# is a plus.
Experience with Microsoft SQL stored procedures is a plus.
Strong written and verbal communication skills and the ability to produce clear technical documentation.

Responsibilities

Act as the lead engineer for Genesys Cloud implementation, migration, and upgrade projects.
Design, configure, develop, implement, and support Genesys technologies and customer care solutions.
Design and support IVR and ACD scripts for Genesys Cloud CX environments.
Contribute to solution architecture and technical design decisions for customer implementations.
Perform project and support activities across Genesys products and related technologies.
Diagnose and resolve complex technical issues involving both business and technical requirements, including high-priority and business-critical situations.
Balance project delivery and support responsibilities while meeting defined milestones, deadlines, and service expectations.
Develop technical documentation, including technical papers, standard operating procedures, implementation guidance, and best practices.
Collaborate with Technical Account Managers, Project Managers, Sales, Field Engineering, and Support Engineering to deliver projects on time and within budget.
Provide post-implementation support and technical guidance to customers and internal teams.
Contribute to continuous improvement of service delivery practices and Genesys implementation methodologies.
Maintain a strong client-service focus while ensuring technical quality, reliability, and alignment with strategic objectives.