Senior Contact Center Engineer - Genesys

504 CGCG-US CG Companies Global-US; San Antonio (TX); On-site; USD 116,000 - 186,000; Full time

Job summary

Capital Group in San Antonio is seeking a Senior Contact Center Engineer to design, build, and support advanced contact center solutions. You will translate business needs into scalable IVR, routing, digital engagement, and enterprise integrations while collaborating with Product Management, Architecture, and Operations.

Candidates should have deep Genesys Cloud CX expertise, API/integration background, and enterprise CC tech experience.

Qualifications

• Deep expertise in Genesys Cloud CX including design, IVR, routing, and platform administration.
• Experience translating business outcomes into scalable contact center designs.
• Strong API development and enterprise integrations experience.
• Experience with NICE WFM, CRM platforms, Intradiem, and related CC technologies.
• Hands-on with Java, .NET, Python, REST APIs, automation frameworks, AWS, or cloud-native architectures.
• Delivery-focused with strong documentation, testing, and operational readiness.
• Bachelor’s degree in CS, Engineering, IS, or related field required.
• 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 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.

Skills

Genesys Cloud CX

APIs & integrations

Java

.NET

Python

REST APIs

Automation frameworks

AWS

Cloud-native architectures

Delivery & documentation

Education

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

Tools

NICE WFM

Intradiem

CRM platforms

AWS services

Cloud platforms

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.

• You’ll receive a competitive salary, bonuses and benefits.
• Your company‑funded retirement contribution will factor in salary and variable pay, including bonuses.
• 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.
• * Temporary positions in the United States are excluded from the above mentioned compensation and benefit plans.

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.

Qualifications

• 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.

Southern California Base Salary Range: $141,648-$226,637

San 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.

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.

Find us on LinkedIn, Instagram, YouTube and Glassdoor.

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.

Capital Group is one of the largest and most trusted financial companies in the world, with the goal of improving people’s lives through successful investing. Our shared values of integrity, client focus, long-term view, diverse perspectives and community inspire our associates every day. A career at Capital Group means having countless opportunities to explore, grow and succeed.