Senior Genesys Cloud CX Engineer – Contact Center Platform

Worky; Franklin (TN); On-site; USD 120,000 - 160,000; Full time

Job summary

Worky is seeking a Senior Technical Engineer - Genesys Cloud CX to design, implement, and optimize contact center solutions. This hands-on role focuses on complex configurations, integrations, and operational support to ensure platform stability and superior customer experience.

You will collaborate with Architects, DevOps, Security, and business stakeholders, own incident response, and drive automation, CI/CD, and documentation to enable reliable deployments.

Qualifications

• 5-8+ years of experience in contact center, cloud, or platform engineering roles.
• Strong hands-on experience with Genesys Cloud CX (routing, Architect, Admin, Analytics, Voice).
• Experience supporting production contact center environments.
• 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.

Responsibilities

• Platform Engineering & Configuration: Design, build, and maintain Genesys Cloud CX configurations including routing, queues, skills, Architect flows, IVR, and digital channels.
• Operations & Support: Serve as a senior escalation point for incidents; perform root-cause analysis and remediation.
• Integrations & Automation: Build integrations between Genesys Cloud CX and external systems; utilize APIs/webhooks and automation.
• Change & Release Management: Support upgrades, feature releases, and new capability rollouts with testing and governance.
• Collaboration & Documentation: Work with architects on designs; create runbooks and technical documentation.
• Continuous Improvement: Improve reliability, scalability, and agent experience; stay current with Genesys Cloud features.

Skills

Genesys Cloud CX

SIP/VoIP

REST APIs

JSON

OAuth

Incident management

Troubleshooting

Automation scripting

Job description

Worky is seeking a Senior Technical Engineer - Genesys Cloud CX to design, implement, and optimize contact center solutions. This hands-on role focuses on complex configurations, integrations, and operational support to ensure platform stability and superior customer experience.

You will collaborate with Architects, DevOps, Security, and business stakeholders, own incident response, and drive automation, CI/CD, and documentation to enable reliable deployments.