Senior Genesys Systems Engineer

Forward Financing LLC; United States; Hybrid; USD 140,000 - 210,000; Full time

Benefits offered by this job

Flexible work location

Job summary

Forward Financing is a fintech company seeking a Senior Genesys Systems Engineer to own and administer our Genesys contact center platform. You will configure routing, IVR, and omnichannel workflows, and collaborate with Salesforce teams to deliver integrated customer and agent experiences.

You will troubleshoot complex incidents and ensure long‑term system health. The role emphasizes close collaboration with stakeholders to translate requirements into scalable designs, optimizing performance

Qualifications

• 5+ years of experience as Genesys Administrator, Engineer, or Architect.
• Deep technical expertise in the Genesys platform.
• Strong knowledge of telecom concepts and WebRTC troubleshooting.
• Experience with incident management under strict SLAs.
• Proven experience integrating Salesforce with Genesys.
• Ability to translate business requirements into technical designs.
• Excellent written and verbal communication.
• Experience with omnichannel routing across SMS, Voice, and Email.

Responsibilities

• Act as a shared owner of the Genesys contact center platform, while functioning as the primary subject matter expert and system administrator.
• Leverage your deep understanding of the Genesys platform to configure, manage, and continuously optimize contact center routing, IVR, and omnichannel workflows.
• Navigate, manage, and optimize our complicated omnichannel setup that comprehensively integrates SMS, Voice, and Email communications.
• Become an expert in our Genesys flow logic
• Design and implement innovative, scalable solutions to complex business and technical problems to enhance the customer and agent experience.
• Collaborate closely with cross‑functional business stakeholders, gathering requirements and translate them into robust technical designs within the Genesys ecosystem.
• Troubleshoot advanced platform issues, manage complex incidents, and ensure the long‑term health and stability of the system.
• Monitor system performance, capacity, and lead integrations with our internal CRM and other third‑party tools.
• Work with colleagues in Salesforce to co‑develop features.

Skills

Genesys Platform

Salesforce Integration

Omnichannel Routing

System Administration

Troubleshooting

Stakeholder Collaboration

Tools

Genesys Cloud CX

Salesforce Omnichannel

Salesforce Voice

CRM Integrations

Job description

Forward Financing is a financial technology company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is investing in its employees, technology, and customer experience – with long‑term success in mind every step of the way.

As Senior Genesys Systems Engineer, you will shape the future of our contact center platform by leveraging your deep technical expertise as our primary subject matter expert and administrator. You will collaborate closely with cross‑functional stakeholders and Salesforce colleagues to translate business requirements into robust integrations and scalable routing solutions across voice, SMS, and email. You will be the point person to maintain system health, troubleshoot advanced technical issues, and ensure a seamless, optimized experience for both our customers and agents.

In this role you will:

• Act as a shared owner of the Genesys contact center platform, while functioning as the primary subject matter expert and system administrator.

• Leverage your deep understanding of the Genesys platform to configure, manage, and continuously optimize contact center routing, IVR, and omnichannel workflows.

• Navigate, manage, and optimize our complicated omnichannel setup that comprehensively integrates SMS, Voice, and Email communications.

• Become an expert in our Genesys flow logic

• Design and implement innovative, scalable solutions to complex business and technical problems to enhance the customer and agent experience.

• Collaborate closely with cross‑functional business stakeholders, gathering requirements and translate them into robust technical designs within the Genesys ecosystem.

• Troubleshoot advanced platform issues, manage complex incidents, and ensure the long‑term health and stability of the system.

• Monitor system performance, capacity, and lead integrations with our internal CRM and other third‑party tools.

• Work with colleagues in Salesforce to co‑develop features.

Why you should apply:

• Impactful Ownership: You will have the autonomy to act as an owner and shape the future of a critical platform that directly impacts our core business operations.

• Mission driven company: Forward is a trusted source of fast, flexible funding for small businesses that have often been underserved by traditional financing options. When you join the team, you will help ensure all small businesses have access to the financial support they need to succeed.

• Flexibility is a top priority: Our employees are empowered to choose where they want to work (whether that’s from home, in the office, or a combination of both) with flexible hours.

Role Requirements:

• 5+ years of extensive experience as a Genesys Administrator, Engineer, or Architect (Genesys Cloud CX experience highly preferred).

• Deep technical expertise in the Genesys platform, including:

• Advanced understanding of telecom concepts, WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing

• Proven track record working with Genesys Support, telecom carriers, and 3rd-party vendors to resolve major incidents (P1s/P2s) under strict SLAs

• Strong knowledge of Salesforce, specifically including Salesforce Omnichannel and Salesforce Voice, with a proven track record of integrating these systems with Genesys.

• Proven experience managing and troubleshooting a complicated omnichannel environment that encompasses SMS, Voice, and Email.

• Demonstrated ability working directly with business stakeholders to gather requirements and design technical solutions to solve complex operational challenges.

• Strong problem‑solving skills and the ability to think critically when resolving complex platform issues.

• Excellent written and verbal communication abilities, with a knack for translating technical jargon for non‑technical stakeholders.

Our Culture: The Forward Compass
The Forward Compass is the standard we hold for ourselves and one another—guiding how we lead, collaborate, and show up every day to move in the same direction.
Back the Builders: We are wired to fuel customer progress, not just provide support.
Rooted in People: We create an environment that balances deep connection with the extreme ownership and honesty required to reach our highest potential.
Flying V: We move through coordinated effort with speed and urgency to achieve what no individual could do alone.
Always Forward, Never Finished: We pursue growth with a relentless drive that keeps us ahead of the competition.