Senior Contact Center Engineer - Genesys

Capital Group; San Antonio (TX); On-site; USD 116,000 - 186,000; Full time

Benefits offered by this job

Generous time-away & health benefits

2-for-1 matching gifts

On-demand professional development

Job summary

Capital Group seeks a Senior Contact Center Engineer in San Antonio. You will design, build, and support sophisticated contact center solutions, including IVR, routing, and digital channels. Collaboration with Product, Architecture, and Operations ensures scalable, reliable deployments.

Required: deep Genesys Cloud CX experience, API integrations, and 6+ years in enterprise tech. Strong documentation and delivery skills are essential. Competitive base salary and bonuses accompany the role.

Qualifications

• Deep expertise in Genesys Cloud CX: design, IVR, routing, digital channels, integrations, and reporting.
• Translate business outcomes into scalable technical designs for contact center platforms.
• APIs and integrations with enterprise platforms incl. NICE WFM, CRM, Intradiem.
• Hands-on with two or more: Java, .NET, Python, REST APIs, automation, AWS, cloud-native.
• Strong delivery discipline, documentation, testing, troubleshooting, and operational readiness.
• 6+ years in software/technology delivery for enterprise contact centers.

Responsibilities

• Design, build, test, and implement Contact Center solutions, integrations, and platform enhancements.
• Develop resilient IVR, routing, digital engagement, and automation per designs.
• Create and maintain technical documentation, artifacts, tests, and support procedures.
• Collaborate with Product Management, Architecture, and Operations throughout design and delivery.
• Contribute to engineering standards, solution quality, and operational readiness.

Skills

Genesys Cloud CX

APIs & integrations

Java

NET

Python

REST APIs

AWS / Cloud

Enterprise CC tech

Documentation

Delivery excellence

Education

Bachelor's degree in CS/Engineering/IS

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 has been to improve people's lives through successful investing. We know that our history is a testament to the strength of the people we hire. More than 9,000 associates in 30+ offices around the world help our clients and each other grow and thrive every day. Find us on LinkedIn, Instagram, YouTube and Glassdoor.

Southern California Base Salary Range: $141,648-$226,637San Antonio Base Salary Range: $116,447-$186,315

In addition to a highly competitive base salary, per plan guidelines, restrictions and vesting requirements, you also will be eligible for an individual annual performance bonus, plus Capital's annual profitability bonus plus a retirement plan where Capital contributes 15% of your eligible earnings.

You can learn more about our compensation and benefits here.

* Temporary positions in the United States are excluded from the above mentioned compensation and benefit plans.

We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.