Senior Contact Center Engineer - Genesys

capgroup; San Antonio (TX); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Company-funded retirement contribution

Generous time-away & flexible work

Health benefits

Job summary

Capital Group is seeking a Senior Contact Center Engineer to design, build, and support advanced contact center solutions across IVR, routing, digital channels, and enterprise integrations. You will translate business needs into scalable technical designs, collaborate with Product Management, Architecture, and Operations, and uphold engineering standards.

You will work with technologies like Genesys Cloud CX, REST APIs, and cloud services, with strong emphasis on documentation, testing, and

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related discipline.
• 6+ years in software engineering, platform engineering, or technology delivery with enterprise contact center tech.
• Proven ability to translate business outcomes into technical designs and scalable solutions.

Responsibilities

• Design, build, test, and implement Contact Center solutions, integrations, and platform enhancements.
• Develop resilient IVR, routing, digital engagement, and automation capabilities.
• 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.

Skills

Genesys Cloud CX

APIs & integrations

Java

.NET

Python

REST APIs

AWS services

Cloud-native architectures

Education

Bachelor's degree in Computer Science, Engineering, Information Systems, or related discipline

Tools

NICE WFM

CRM platforms

Intradiem

Job description

"I can be myself at work."

You are more than a job title. We want you to feel comfortable doing great work and bringing your best, authentic self to everything you do. We value your talents, traditions, and uniqueness-and we're committed to fostering a strong sense of belonging in a respectful workplace.

We intentionally seek diverse perspectives, experiences, and backgrounds, investing in a culture designed to celebrate differences. We believe that belonging leads to better outcomes and a stronger community of associates united by our mission. At Capital, we live our core values every day: Integrity, Client Focus, Diverse Perspectives, Long-Term Thinking, and Community.

I can influence my income.

You want to feel recognized at work. Your performance will be reviewed annually, and your compensation will be designed to motivate and reward the value that you provide. You'll receive a competitive salary, bonuses and benefits. Your company-funded retirement contribution will factor in salary and variable pay, including bonuses.

I can lead a full life.

You bring unique goals and interests to your job and your life. Whether you're raising a family, you're passionate about where you volunteer, or you want to explore different career paths, we'll give you the resources that can set you up for success. Enjoy generous time-away and health benefits from day one, with the opportunity for flexible work options.

Receive 2-for-1 matching gifts for your charitable contributions and the opportunity to secure annual grants for the organizations you love

Access on-demand professional development resources that allow you to hone existing skills and learn new ones

I can succeed as a Senior Contact Center Engineer at Capital Group.

The Contact Center Technology team designs, builds, integrates, and supports solutions that enable exceptional customer and associate experiences. In this role, you will deliver strategic initiatives, platform enhancements, and modernization efforts across the full engineering lifecycle. You will translate business outcomes into resilient, scalable technical solutions; build high-quality IVR, routing, digital, integration, and automation capabilities; and produce the documentation and operational readiness needed for reliable support. You will collaborate closely with Product Management, Architecture, Operations, and business stakeholders, applying strong engineering discipline and attention to detail throughout delivery.

Key Responsibilities:

• 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.

I am the person Capital Group is looking for.

• You possess deep expertise in Genesys Cloud CX, including solution design, IVR development, routing, digital channels, integrations, reporting, and platform administration.
• You have experience translating business outcomes into technical designs and delivering scalable, resilient Contact Center solutions, platform enhancements, and enterprise integrations.
• You have 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 are highly desirable.
• You have hands-on experience with at least two of the following technologies: Java, .NET, Python, REST APIs, automation frameworks, AWS services, and cloud-native architectures.
• You demonstrate exceptional delivery, attention to detail, documentation, testing, troubleshooting, communication, and operational readiness practices.
• You have a bachelor's degree in Computer Science, Engineering, Information Systems, or a related discipline.
• You have 6+ years of software engineering, platform engineering, or technology delivery experience, including significant experience with enterprise Contact Center technologies.

I can apply in less than 4 minutes.

I can learn more about Capital Group.

At Capital Group, the success of the people who invest with us depends on the people in whom we invest. That's why we offer a culture, compensation and opportunities that empower our associates to build successful and prosperous careers. Through nine decades, our goal is to improve people's lives through successful