Senior Genesys Cloud CX Engineer - IVR & AI Specialist

Optomi; North Carolina; On-site; USD 110,000 - 165,000; Full time

Job summary

Optomi, in partnership with a leading organization, seeks a Senior Genesys Cloud CX Engineer/Developer to join an enterprise Digital Voice team supporting customer-facing voice automation and contact center solutions.

The role focuses on designing, developing, deploying, and supporting Genesys Cloud CX solutions, including IVR flows, conversational AI, voice bots, and intelligent routing, with a hands-on approach from development through production support.

Qualifications

• 5+ years of experience supporting contact center technologies, with 3+ years in Genesys Cloud CX development.
• Strong skills in building production IVR and call flows using Genesys Architect.
• Experience creating Voice Bots, NLU bots, or Genesys Virtual Agent solutions.
• Experience with call routing, queues, skills, schedules, and transfers.
• Experience integrating REST APIs and backend systems with Genesys Cloud CX.
• Familiarity with analytics, reporting, monitoring, and alerting in Genesys Cloud.
• Excellent troubleshooting, documentation, and production support abilities.

Responsibilities

• Design, develop, and maintain Genesys Cloud CX Architect flows, IVR applications, Voice Bots, NLU bots, and virtual agent solutions.
• Develop conversational AI experiences using intents, utterances, entities, slots, prompts, and reusable modules.
• Configure and optimize intelligent call routing, queues, skills, schedules, transfers, callbacks, and escalation workflows.
• Develop and support Genesys Cloud Data Actions and integrations with REST APIs, AWS, CRM platforms, and enterprise backend systems.
• Configure reporting, dashboards, monitoring, and alerting to track operational performance and customer experience.
• Troubleshoot production issues involving IVR, bots, call routing, integrations, and contact center applications.
• Partner with cross-functional engineering, operations, architecture, and business teams to deliver scalable solutions.
• Maintain technical documentation, solution designs, testing standards, and production support procedures.

Skills

Genesys Cloud CX development

Call routing & IVR design

Voice bots & NLU

Production support

Technical troubleshooting

Documentation & collaboration

Education

Bachelor's degree in a related field

Tools

Genesys Architect

REST APIs

JSON

AWS

CRM integrations

Analytics dashboards

Job description

Optomi, in partnership with a leading organization, seeks a Senior Genesys Cloud CX Engineer/Developer to join an enterprise Digital Voice team supporting customer-facing voice automation and contact center solutions.

The role focuses on designing, developing, deploying, and supporting Genesys Cloud CX solutions, including IVR flows, conversational AI, voice bots, and intelligent routing, with a hands-on approach from development through production support.