Senior Genesys Cloud Engineer — IVR, API Integrations

Fairygodboss

Strongsville (OH)

On-site

USD 55,000 - 172,000

Full time

14 days+

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Benefits offered by this job

Medical/dental/vision

401(k) match

Pension plan

Paid holidays

Educational assistance

Job summary

PNC is seeking a Senior Software Engineer to join its Retail Tech team in a multi-city setting, focusing on Genesys Cloud-based contact center solutions. You will design and optimize IVR flows, perform platform administration, and develop integrations with internal and external systems.

Qualified candidates bring 5+ years in contact center engineering, deep Genesys Cloud knowledge, and strong Java/REST and SQL skills.

Qualifications

5+ years in contact center engineering with 3+ years in Genesys Cloud.
Deep knowledge of Genesys Cloud architecture and admin.
Experience with API integrations and OAuth.
Proficiency in Java/REST, JSON/XML, and SQL.

Responsibilities

Design, implement, and manage IVR flows, contact routing, and queue structures using Genesys Cloud Architect for inbound/outbound calls, email, and SMS.
Perform full platform administration, including users, campaigns, scripts, prompts, and permissions.
Develop and maintain integrations with internal systems and third-party apps using Genesys Cloud APIs, webhooks, and OAuth.
Configure and optimize data actions, reporting, and contact center features to support business teams.
Create and update campaigns and contact lists for outbound operations.
Contribute to Agile ceremonies and maintain documentation for workflows, integration patterns, and deployment processes.
Troubleshoot complex issues across voice technology, routing logic, and integration points.