Senior Genesys Cloud CX Engineer (Hybrid/Remote)

Gravity IT Resources; Charlotte (NC); Hybrid; USD 140,000 - 190,000; Part time

Job summary

Gravity IT Resources is seeking a senior Software Engineer III to design, develop, test, and support customer-facing voice automation and call-routing solutions using Genesys Cloud CX. The role focuses on Bots, Architect flows, and integrations for enterprise contact centers, with responsibilities spanning troubleshooting, monitoring, and production support.

The candidate will work in a hybrid mode in Charlotte, NC, with three days in the office, and may be open to remote for the right fit.

Qualifications

• Bachelor’s degree or equivalent practical experience in a relevant field.
• At least five years in contact center technology with three years in Genesys Cloud CX development.
• Deep experience with Genesys Architect, AVA, and voice bot design.
• Experience configuring Genesys Cloud Analytics, reporting, and real-time dashboards.
• Ability to work hybrid in Charlotte, NC with three in-office days.

Responsibilities

• Design, develop, test, and maintain Genesys Cloud Voice Bots and AVA solutions.
• Build Architect flows with authentication, routing, and escalation.
• Tune NLU models and journeys using usage metrics.
• Configure and troubleshoot queues, skills, schedules, and routing strategies.
• Develop and support Genesys call routing and CE43 flows.
• Integrate Genesys telemetry with observability tools.
• Create secure integrations using REST APIs, JSON, and backend systems.
• Document solutions and create flow diagrams and runbooks.

Skills

5+ years in contact center technology

3+ years Genesys Cloud CX development

Genesys Architect and AVA design

Troubleshooting and ownership

Documentation and communication

Hybrid work capability Charlotte NC

Education

Bachelor’s degree or equivalent practical experience

Tools

Genesys Cloud CX

Genesys Architect

CE43 flow

Genesys Data Actions

REST APIs / JSON integration

Splunk / Dynatrace / CloudWatch

Job description

Gravity IT Resources is seeking a senior Software Engineer III to design, develop, test, and support customer-facing voice automation and call-routing solutions using Genesys Cloud CX. The role focuses on Bots, Architect flows, and integrations for enterprise contact centers, with responsibilities spanning troubleshooting, monitoring, and production support.

The candidate will work in a hybrid mode in Charlotte, NC, with three days in the office, and may be open to remote for the right fit.