Senior Genesys Telephony Engineer

Jobtailor

Madison (WI)

On-site

USD 110,000 - 170,000

Full time

6 days ago

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Job summary

Jobtailor in Madison, WI seeks a skilled Software Systems Engineer with Genesys Cloud CX expertise to translate requirements into scalable contact center solutions. You will design, implement, and optimize routing, IVR, and analytics while integrating CRM and enterprise systems.

You will lead design reviews, document configurations, and ensure performance, reliability, and security standards. Travel up to 10% may be required.

Qualifications

Experience with Genesys Cloud CX Platform including routing, IVR, reporting, and platform configuration.
Experience designing, implementing, supporting, and enhancing Genesys Cloud solutions in a complex enterprise environment.
Knowledge of integrating Genesys Cloud with APIs, web services, middleware, and third-party apps.
Strong understanding of SDLC and system architecture considerations.

Responsibilities

Analyze high-level system specifications, requirements, and use cases and translate into detailed designs and implementation plans.
Design, configure, and support Genesys Cloud CX solutions including routing strategies, IVR, and analytics.
Collaborate with stakeholders and technical teams to deliver scalable contact center solutions.
Document decisions, configurations, and performance metrics; lead design reviews and demonstrations.

Skills

Genesys Cloud CX

Contact Center Admin

API Integrations

SDLC

Troubleshooting

Education

Bachelor's degree in CS/Eng

Tools

CRM Platforms

Middleware

Cloud Platforms

Third-Party Communications

Job description

Analyze high-level system specifications, system requirements, business requirements, and use cases
Convert information into detailed technical specifications, system designs, and implementation plans
Identify system dependencies, integrations, and impacts across applications and platforms
Design, develop, configure, and support Genesys Cloud CX solutions, including routing strategies, call flows, IVR, workforce engagement, integrations, APIs, and contact center functionality
Collaborate with business stakeholders, architects, and technical teams to translate contact center needs into scalable Genesys solutions
Document design decisions, configuration changes, estimating assumptions, code modules, integrations, and performance metrics
Define, conduct, and participate in unit, integration, acceptance, and platform configuration testing
Lead and participate in technical design reviews, development walkthroughs, and solution demonstrations
Validate workflows, customer interaction processes, data usage, and manual or automated processes
Ensure configurations and software meet design, performance, reliability, security, and quality standards
Identify continuous improvement opportunities in contact center technologies, Genesys functionality, integrations, reporting, and customer experience
Support integrations between Genesys Cloud and enterprise applications, databases, CRM platforms, workforce management tools, and third-party communication technologies
Troubleshoot incidents, service disruptions, and system performance issues; perform root cause analysis and resolution
Work up to 10% travel

Requirements

Skilled Software Systems Engineer with Genesys Cloud CX Platform expertise
Demonstrated experience providing customer-driven solutions, support, or service
Experience with Genesys Cloud CX Platform, including contact center administration, routing strategies, inbound and outbound voice solutions, IVR development, digital channels, reporting, and platform configuration
Experience designing, implementing, supporting, and enhancing Genesys Cloud solutions in a complex enterprise environment
Knowledge of Genesys Cloud integrations using APIs, web services, middleware, authentication methods, and third-party applications
Basic knowledge of application architecture, design alternatives, and development standards
Experience communicating technical information to technical and non-technical audiences
Experience developing complex software systems using one or more programming languages
Experience troubleshooting integrations and communication technologies across applications, databases, cloud platforms, and contact center systems
Experience analyzing and estimating project size, complexity, and work efforts
Experience documenting and modeling application, system, and integration designs
Knowledge of the Software Development Life Cycle (SDLC)
Knowledge of system integration, migration strategies, and cloud-based technology platforms
Ability to troubleshoot and resolve complex technical issues related to Genesys Cloud configurations, integrations, routing, voice services, and application connectivity
Candidates must reside within a 50-mile radius of the Madison, WI HQ location
Selected Candidate will be required to attain three (3) Genesys Certifications within six (6) months of hire
Sponsorship will not be considered for this position unless specified in the posting
Offer is contingent on applicable background checks
Offer is contingent on signing a non-disclosure agreement
Experience supporting CX, contact center operations, omnichannel communications, workforce engagement, and cloud contact center technologies is strongly preferred
Prior Genesys Cloud CX Platform experience is strongly preferred
Experience with Genesys Cloud Architect, Administration, Routing, WEM, Reporting & Analytics, and API integrations is highly desirable

Core Competencies

Demonstrates expertise in designing, implementing, and supporting Genesys Cloud CX solutions, with a strong focus on system integrations, troubleshooting, and customer experience enhancement. Proficient in translating business requirements into technical specifications and ensuring compliance with performance and quality standards.

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