Senior Genesys Cloud CX Engineer (Remote)

Community Health Systems; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Community Health Systems seeks a Senior Technical Engineer to design, implement, and optimize Genesys Cloud CX deployments. You will own complex configurations, integrations, and on-call support, collaborating with Architects, Network, DevOps, Security, and business stakeholders to deliver reliable customer experiences.

You will maintain voice, chat, email, and messaging experiences, manage user access, and lead platform upgrades with governance.

Qualifications

• 5-8+ years in contact center, cloud, or platform engineering.
• Hands-on Genesys Cloud CX experience: routing, Architect, Admin, Analytics, Voice.
• Experience supporting production contact center environments.
• Solid understanding of SIP, VoIP, and cloud telephony concepts.
• Proficiency with REST APIs, JSON, OAuth and integrations.
• Strong troubleshooting skills and on-call experience.

Responsibilities

• Design, build, and maintain Genesys Cloud CX configurations (routing, queues, skills, Architect flows, IVR, digital channels).
• Implement and support voice, chat, email, and messaging experiences.
• Configure and manage users, roles, permissions, and access controls.
• Serve as escalation point for incidents and complex production issues.
• Perform root-cause analysis and drive permanent remediation.
• Support monitoring, alerting, and performance tuning.
• Participate in on-call rotations and incident response as required.
• Build integrations between Genesys Cloud CX and external systems (CRM, WFM, analytics).
• Leverage Genesys Cloud APIs, webhooks, and event streaming for automation.
• Assist with CI/CD or configuration automation initiatives where applicable.
• Support platform upgrades, new features, and capability rollouts.
• Validate configurations through testing and lower-environment deployments.
• Ensure changes follow standards and governance processes.
• Create and maintain technical documentation, runbooks, and support procedures.
• Collaborate with Architects and Principal Engineers on designs.
• Translate requirements into technical solutions with business teams.
• Identify opportunities to improve reliability, scalability, and agent experience.

Skills

Genesys Cloud CX

Incident escalation

Platform engineering

Troubleshooting

Tools

REST APIs

JSON

OAuth

SIP/VoIP

CI/CD

Integrations

Job description

Community Health Systems seeks a Senior Technical Engineer to design, implement, and optimize Genesys Cloud CX deployments. You will own complex configurations, integrations, and on-call support, collaborating with Architects, Network, DevOps, Security, and business stakeholders to deliver reliable customer experiences.

You will maintain voice, chat, email, and messaging experiences, manage user access, and lead platform upgrades with governance.