Senior Genesys Cloud CX Engineer – Hybrid/Remote

Gravity IT Resources; Charlotte (NC); Hybrid; USD 96,000 - 152,000; Full time

Job summary

Gravity IT Resources is seeking a Software Engineer III to design, develop, deploy, and support customer-facing voice automation and call-routing solutions using Genesys Cloud CX, bots, and Architect flows. You will troubleshoot, monitor, and support enterprise contact center operations to ensure smooth customer interactions.

The role requires 5+ years in contact center tech and 3+ years with Genesys Cloud CX, plus experience with Analytics, Data Actions, REST APIs, and secure integrations.

Qualifications

• Bachelor’s degree or equivalent practical experience, with five or more years in contact center technology and at least three years of hands-on Genesys Cloud CX development.
• Deep experience with Genesys Architect and production Voice Bot, NLU bot, and Genesys Virtual Agent (AVA) design and development.
• Hands-on expertise with Genesys call routing, including the CE43 flow, queues, skills, schedules, and transfer strategies.
• Experience configuring Genesys Cloud Analytics and Reporting, including real-time and historical capabilities, monitoring, alerts, dashboards, and operational KPIs.
• Experience with Data Actions, REST APIs, JSON, and secure enterprise integrations.
• Strong troubleshooting, documentation, communication, and ownership skills, including production support and cross-functional collaboration.
• Ability to work a hybrid schedule in Charlotte, NC, with three days per week in the office.

Responsibilities

• Design, develop, test, and maintain Genesys Cloud Voice Bots, NLU bots, and AVA solutions.
• Build production-quality Architect flows with authentication, self-service, routing, and escalation.
• Tune NLU models and conversational journeys based on metrics and user data.
• Configure and troubleshoot queues, skills, schedules, and transfer paths.
• Develop and support Genesys call routing, including CE43 flows and operational procedures.
• Integrate Genesys telemetry with observability tools and secure data actions.

Skills

Genesys Cloud CX

Genesys Architect

NLU bots

Data Actions

REST APIs

JSON

Secure integrations

Troubleshooting

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Genesys Cloud CX

Splunk

Dynatrace

AWS CloudWatch

Job description

Gravity IT Resources is seeking a Software Engineer III to design, develop, deploy, and support customer-facing voice automation and call-routing solutions using Genesys Cloud CX, bots, and Architect flows. You will troubleshoot, monitor, and support enterprise contact center operations to ensure smooth customer interactions.

The role requires 5+ years in contact center tech and 3+ years with Genesys Cloud CX, plus experience with Analytics, Data Actions, REST APIs, and secure integrations.