Senior Genesys Cloud CX Engineer — Remote & Automation Focus

CHS Corporate; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

CHS Corporate is seeking a Senior Technical Engineer for Genesys Cloud CX to design, implement, and optimize contact center solutions. The role emphasizes hands-on engineering, complex configurations, integrations, and ensuring platform stability.

You will collaborate with Architects, Network, DevOps, Security, and business stakeholders to deliver reliable, scalable customer experiences, participate in on-call rotations, and contribute to documentation and governance.

Qualifications

• 5-8+ years of experience in contact center, cloud, or platform engineering.
• Hands-on Genesys Cloud CX experience (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 incident handling.

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.
• 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.
• Create and maintain technical documentation, runbooks, and support procedures.
• Partner with business and product teams to translate requirements into technical solutions.
• Stay current with Genesys Cloud features and best practices.

Skills

Genesys Cloud CX expertise

Communication

Problem solving

Incident management

Team collaboration

Tools

REST APIs

OAuth

CI/CD tooling

Job description

CHS Corporate is seeking a Senior Technical Engineer for Genesys Cloud CX to design, implement, and optimize contact center solutions. The role emphasizes hands-on engineering, complex configurations, integrations, and ensuring platform stability.

You will collaborate with Architects, Network, DevOps, Security, and business stakeholders to deliver reliable, scalable customer experiences, participate in on-call rotations, and contribute to documentation and governance.