Senior Genesys Cloud CX Engineer — Remote

CHS Career Site; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

CHS Career Site seeks a Senior Technical Engineer - Genesys Cloud CX to design, implement, and support contact center solutions across the Genesys Cloud CX platform. This hands-on role focuses on configuring routing, IVR, digital channels, and integrations.

You will work with Architects, Network, DevOps, Security, and stakeholders to ensure reliable, scalable customer experiences and participate in incident response and on-call rotations.

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).
• 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

• Design, build, and maintain Genesys Cloud CX configurations including routing, queues, skills, Architect flows, IVR, and digital channels.
• Implement and support voice, chat, email, and messaging experiences.
• Configure and manage users, roles, permissions, and access controls.
• Serve as a senior escalation point for Genesys Cloud incidents and complex production issues.
• Perform root-cause analysis and drive permanent remediation.
• Support platform monitoring, alerting, and performance tuning.
• Participate in on-call rotations and incident response as required.
• Build and support integrations between Genesys Cloud CX and external systems such as CRM, WFM, analytics, and data platforms.
• Leverage Genesys Cloud APIs, webhooks, and event streaming for automation and custom solutions.
• Assist with CI/CD or configuration automation initiatives where applicable.

Skills

Genesys Cloud CX

SIP/VoIP

REST APIs

Tools

Genesys Cloud CX

Job description

CHS Career Site seeks a Senior Technical Engineer - Genesys Cloud CX to design, implement, and support contact center solutions across the Genesys Cloud CX platform. This hands-on role focuses on configuring routing, IVR, digital channels, and integrations.

You will work with Architects, Network, DevOps, Security, and stakeholders to ensure reliable, scalable customer experiences and participate in incident response and on-call rotations.