Senior Genesys Engineer

TEKsystems; United States; Remote; USD 83,000 - 90,000; Full time

Job summary

TEKsystems is seeking a Senior Genesys Cloud CX Engineer for a contract role that can be performed remotely in the United States. The specialist will design, implement, and optimize enterprise contact center solutions built on Genesys Cloud CX, acting as a senior SME and guiding architecture, integrations, and production support.

The role focuses on automation, change management, and reducing operational risk, with responsibilities spanning IVR, data actions, telephony, and API integrations.

Qualifications

• 7+ years of experience engineering enterprise contact center or telecommunications solutions.
• 5+ years hands-on with Genesys technologies, esp. Genesys Cloud CX solutions.
• Experience supporting large, business-critical contact center environments.
• Experience troubleshooting production issues involving voice, integrations, APIs, networks, or distributed systems.
• Experience leading technical implementations or major platform changes.

Responsibilities

• Design, configure, engineer, and support enterprise Genesys Cloud CX solutions.
• Serve as a senior SME for Genesys Cloud architecture, platform capabilities, integrations, and production troubleshooting.
• Engineer and maintain inbound/outbound call flows, IVR, queues, routing, data actions, and telephony config.
• Integrate with enterprise APIs, data services, authentication services, and downstream systems.
• Provide advanced Tier 3 engineering support and lead major incident response.

Skills

Genesys

Genesys Cloud CX

IVR

Genesys Cloud APIs

Genesys Architect

ACD

OAuth

Job description

Description

The Senior Genesys Cloud CX Engineer is responsible for the design, engineering, implementation, automation, integration, and operational support of enterprise contact center solutions built on Genesys Cloud CX.

This role serves as a Senior technical subject matter expert for the Genesys platform and works closely with Product Owners, Solution Architects, application teams, telecommunications engineers, business partners, vendors, and other Contact Center Technology engineers to deliver secure, resilient, scalable, and highly available customer contact solutions.

The Senior Engineer is expected to take ownership of complex technical problems, lead platform improvements, establish engineering standards, mentor other engineers, and reduce operational risk through automation, documentation, monitoring, and disciplined change management.

Key Responsibilities

Genesys Cloud CX Engineering

Design, configure, engineer, and support enterprise solutions within Genesys Cloud CX.

Serve as a Senior technical SME for Genesys Cloud architecture, platform capabilities, integrations, and production troubleshooting.

Engineer and maintain:

• Genesys Architect inbound and outbound call flows
• IVR applications and routing logic
• Queues, skills, routing strategies, schedules, and wrap-up codes
• Data Actions and external integrations
• Telephony configuration, trunks, sites, number plans, and call routing
• Recording and quality-management integrations
• Workforce-management integrations
• Digital interaction channels where applicable

IVR and Customer Experience Engineering

Design and enhance complex Genesys Architect call flows supporting enterprise contact center operations.

Translate business requirements into efficient call routing and customer interaction designs.

Integrate IVR applications with enterprise APIs, data services, authentication services, and downstream business systems.

Optimize routing designs to improve customer experience, containment, agent efficiency, and operational reliability.

Establish reusable patterns and engineering standards for Architect development.

API & Integration Engineering

Design, build, troubleshoot, and support integrations using the Genesys Cloud Platform APIs, OAuth, REST, JSON, and Data Actions.

Integrate Genesys Cloud with enterprise applications, CRM platforms, data services, workforce-management platforms, recording systems, and other contact center technologies.

Understand authentication, authorization, API rate limits, exception handling, logging, and secure integration patterns.

Work with application development teams to establish reliable integration contracts and troubleshoot issues that cross application boundaries.

Production Support & Reliability

Provide advanced Tier 3 engineering support for Genesys Cloud CX.

Lead troubleshooting and root-cause analysis for high-impact incidents.

Analyze logs, interaction details, API transactions, telephony signaling, integration behavior, and platform telemetry.

Participate in major incident response and problem-management activities.

Develop proactive monitoring and alerting to identify issues before they materially affect customers or contact center operations.

Identify recurring incidents and implement permanent engineering solutions rather than relying on operational workarounds.

Security, Compliance & Platform Governance

Follow enterprise security and change-management requirements when designing and implementing contact center solutions.

Apply least-privilege principles to Genesys roles, permissions, OAuth clients, and integrations.

Protect authentication credentials, customer information, and other sensitive contact center data.

Participate in architecture, security, disaster-recovery, and operational-readiness reviews.

Skills

Genesys, Genesys Cloud CX, IVR, Genesys Cloud Platform API's, Genesys Architect, ACD, OAuth

Top Skills Details

Genesys,Genesys Cloud CX,IVR,Genesys Cloud Platform API's,Genesys Architect,ACD,OAuth

Additional Skills & Qualifications

Required Qualifications

Experience

• 7+ years of experience engineering enterprise contact center or telecommunications solutions.
• 5+ years of hands-on experience with Genesys technologies, with strong experience engineering Genesys Cloud CX solutions.
• Demonstrated experience supporting large, business-critical contact center environments.
• Experience troubleshooting complex production issues involving voice, integrations, APIs, networks, or distributed systems.
• Experience leading technical implementations or major platform changes.

Technical Skills

• Genesys
• Genesys Cloud CX
• Genesys Architect
• ACD and skills-based routing
• Data Actions
• Genesys Cloud APIs
• OAuth
• Queue and routing configuration
• Telephony and trunk configuration
• Recording and quality-management capabilities
• Workforce-management integrations
• Genesys CX as Code
• Archy

Experience Level

Expert Level

Job Type & Location

This is a Contract position based out of Saint Paul, MN.

Pay and Benefits

The pay range for this position is $60.00 - $65.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your jobclassification and length of employment. Benefits are subject to change and may besubject to specific elections, plan, or program terms. If eligible, the benefitsavailable for this temporary role may include the following:Medical, dental & visionCritical Illness, Accident, and Hospital401(k) Retirement Plan Pre-tax and Roth post-tax contributions availableLife Insurance (Voluntary Life & AD&D for the employee and dependents)Short and long-term disabilityHealth Spending Account (HSA)Transportation benefitsEmployee Assistance ProgramTime Off/Leave (PTO, Vacation or Sick Leave)

Job Type & Location

This is a Contract position based out of Saint Paul, MN.

Application Deadline

This position is anticipated to close on Oct 30, 2026.

Workplace Type

This is a fully remote position.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.