Senior Contact Center Engineer – Genesys

Jobtailor

California (MO)

On-site

USD 120,000 - 160,000

Full time

8 days ago

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Job summary

Jobtailor is seeking a senior technical leader to design, build, and implement scalable contact center solutions using Genesys Cloud CX. You will develop IVR, routing, digital engagement, and automation aligned to approved designs, while creating robust documentation and readiness artifacts.

The role focuses on translating business outcomes into resilient, enterprise-grade solutions and collaborating with Product, Architecture, and Operations to drive modernization across the engineering

Qualifications

Bachelor’s degree in CS/Engineering/IS or related discipline.
6+ years of software engineering or technology delivery experience with enterprise contact center tech.
Deep expertise in Genesys Cloud CX including IVR, routing, and platform admin.
Experience translating business outcomes into scalable designs and integrations.
Proficient in APIs and integrations with enterprise platforms.

Responsibilities

Design, build, test, and implement contact center solutions per technical designs.
Develop resilient IVR, routing, digital engagement, and automation capabilities.
Create and maintain technical docs, design artifacts, test evidence, and support procedures.
Partner with Product Management, Architecture, Operations and stakeholders throughout design and delivery.
Deliver platform enhancements and modernization across the full engineering lifecycle.
Translate business outcomes into scalable, reliable technical solutions.
Produce operations readiness materials for reliable support.

Skills

Genesys Cloud CX Expertise

IVR Development

API Development

Java Programming

AWS Services

Education

Bachelor’s degree in CS/Engineering/IS

Tools

NICE WFM

CRM Platforms

Intradiem

Workforce Optimization

Job description

Design, build, test, and implement Contact Center solutions, integrations, and platform enhancements
Develop resilient IVR, routing, digital engagement, and automation capabilities aligned with approved technical designs
Create and maintain technical documentation, design artifacts, test evidence, and support procedures
Partner with Product Management, Architecture, Operations, and business stakeholders throughout design and delivery
Contribute to engineering standards, solution quality, operational readiness, and continuous improvement
Deliver strategic initiatives, platform enhancements, and modernization efforts across the full engineering lifecycle
Translate business outcomes into resilient, scalable technical solutions
Produce documentation and operational readiness materials for reliable support

Requirements

Deep expertise in Genesys Cloud CX, including solution design, IVR development, routing, digital channels, integrations, reporting, and platform administration
Experience translating business outcomes into technical designs and delivering scalable, resilient Contact Center solutions, platform enhancements, and enterprise integrations
Strong experience developing and supporting APIs and integrations with enterprise platforms
Experience with NICE WFM, CRM platforms, Intradiem, workforce optimization, and related Contact Center technologies highly desirable
Hands-on experience with at least two of: Java, .NET, Python, REST APIs, automation frameworks, AWS services, and cloud-native architectures
Exceptional delivery, attention to detail, documentation, testing, troubleshooting, communication, and operational readiness practices
Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related discipline
6+ years of software engineering, platform engineering, or technology delivery experience, including significant experience with enterprise Contact Center technologies

Core Competencies

Demonstrates deep expertise in Genesys Cloud CX and the ability to design and implement scalable Contact Center solutions. Proficient in developing APIs, integrations, and technical documentation while ensuring operational readiness and continuous improvement.

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