Senior Genesys Cloud CX Engineer

CHS Career Site; United States; À distance; USD 120 000 - 165 000; Plein temps

Résumé du poste

CHS Career Site is seeking a Senior Technical Engineer to design, implement, and optimize Genesys Cloud CX-based contact center solutions. The role emphasizes hands-on engineering, complex configurations, integrations, and operational support to ensure platform stability and customer experience excellence.

The position involves collaborating with Architects, Network Engineering, DevOps, Security, and business stakeholders to deliver reliable and scalable solutions across distributed teams.

Qualifications

• 5-8+ years in contact center, cloud, or platform engineering roles.
• Strong hands-on experience with Genesys Cloud CX (routing, Architect, Admin, Analytics, Voice).
• Solid understanding of SIP, VoIP, and cloud telephony concepts.
• Experience with REST APIs, JSON, OAuth, and integrations.
• Strong troubleshooting skills and ability to work effectively during incidents.

Responsabilités

• Design, build, and maintain Genesys Cloud CX configurations including routing, queues, skills, Architect flows, IVR, and digital channels.
• Implement and support voice, chat, email, and messaging experiences.
• Configure and manage users, roles, permissions, and access controls.
• Serve as a senior escalation point for Genesys Cloud incidents and complex production issues.
• Perform root-cause analysis and drive permanent remediation.
• Support platform monitoring, alerting, and performance tuning.
• Build and support integrations between Genesys Cloud CX and external systems.
• Leverage Genesys Cloud APIs, webhooks, and event streaming for automation and custom solutions.

Connaissances

Troubleshooting

Ownership mindset

Independent contributor

Cross-functional collaboration

Clear communication

Outils

Genesys Cloud CX

SIP/VoIP

REST APIs

OAuth

CRM integrations (Salesforce)

Description du poste

CHS Career Site is seeking a Senior Technical Engineer to design, implement, and optimize Genesys Cloud CX-based contact center solutions. The role emphasizes hands-on engineering, complex configurations, integrations, and operational support to ensure platform stability and customer experience excellence.

The position involves collaborating with Architects, Network Engineering, DevOps, Security, and business stakeholders to deliver reliable and scalable solutions across distributed teams.