Senior Genesys Systems Engineer - Remote, Flexible Hours

Forward Financing LLC

United States

Hybrid

USD 140,000 - 210,000

Full time

14 days+

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

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.