Senior Genesys Telephony Engineer

American Family Insurance; Madison (WI); Hybrid; USD 99,000 - 167,000; Full time

Job summary

American Family Insurance is seeking a skilled Software Systems Engineer with Genesys Cloud CX Platform expertise to design, develop, implement, and support enterprise contact center solutions. The role involves translating requirements into detailed designs, developing integrations, and ensuring scalable, secure systems that improve customer experience.

In this hybrid role based in Madison, WI, you will work with stakeholders and technical teams to deliver solutions, participate in testing, and

Qualifications

• Demonstrated experience providing customer-driven solutions.
• Demonstrated experience working with the 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 Genesys Cloud integrations utilizing APIs, web services, middleware, authentication methods, and third-party applications.
• Basic knowledge of application architecture, design alternatives, and development standards.
• Demonstrated experience communicating technical information to both technical and non-technical audiences.
• Demonstrated experience developing complex software systems using one or more programming languages.
• Experience establishing, supporting, and troubleshooting integrations between applications, databases, cloud platforms, and contact center systems.
• Experience analyzing and estimating project size and effort for software and contact center solutions.

Responsibilities

• Analyze business and technical requirements and translate into system designs.
• Design, develop, configure, and support Genesys Cloud CX Platform solutions.
• Collaborate with stakeholders to gather requirements and translate needs into scalable solutions.
• Document design decisions, configurations, and performance metrics.
• Lead and participate in design reviews, walkthroughs, and demonstrations.
• Troubleshoot and resolve Genesys Cloud incidents and performance issues.

Skills

Genesys Cloud CX

Customer-driven solutions

SDLC knowledge

Technical communication

System integration

Tools

APIs & Web Services

Middleware

CRM integrations

Job description

This position is in need of a skilled Software Systems Engineer with Genesys Cloud CX Platform expertise to design, develop, implement, and support enterprise contact center and application solutions. This role is responsible for analyzing business and technical requirements, translating them into detailed system designs, developing integrations, and ensuring reliable, scalable, and secure solutions that support business objectives and enhance the customer experience.

Position Compensation Range: $99,000.00 - $167,000.00 Pay Rate Type: Salary Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

• Analyzes high-level system specifications, system requirements, business requirements, and/or use cases.
• Converts information into detailed technical specifications, system designs, and implementation plans.
• Understands and identifies system dependencies, integrations, and impacts across applications and platforms.
• Designs, develops, configures, and supports solutions within the Genesys Cloud CX Platform, including routing strategies, call flows, IVR configurations, workforce engagement capabilities, integrations, APIs, and contact center functionality.
• Collaborates with business stakeholders, architects, and technical teams to gather requirements and translate contact center business needs into scalable Genesys-based solutions.
• Provides appropriate documentation for design decisions, configuration changes, estimating assumptions, code modules, integrations, and performance metrics in accordance with organizational standards.
• Defines, conducts, and participates in testing activities, including unit testing, system integration testing, user acceptance testing, and validation of Genesys platform configurations and enhancements.
• Prepares, leads, and participates in technical design reviews, development walkthroughs, and solution demonstrations.
• Collaborates with others regarding system workflows, customer interaction processes, data usage, and manual or automated processes to validate requirements and solution effectiveness.
• Ensures software development and platform configurations meet standards for design, performance, reliability, security, and quality.
• Identifies opportunities for continuous improvement related to contact center technologies, Genesys platform functionality, integrations, reporting, and customer experience.
• Supports integrations between Genesys Cloud and enterprise applications, databases, CRM platforms, workforce management tools, and third-party communication technologies utilizing APIs, web services, and middleware technologies.
• Assists with troubleshooting, root cause analysis, and resolution of Genesys platform incidents, service disruptions, and system performance issues.

Specialized Knowledge & Skills Requirements

• Demonstrated experience providing customer-driven solutions, support, or service.
• Demonstrated experience working with the 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 utilizing APIs, web services, middleware, authentication methods, and third-party applications.
• Basic knowledge and understanding of application architecture, design alternatives, and development standards.
• Demonstrated experience communicating technical information to both technical and non-technical audiences.
• Demonstrated experience developing complex software systems using one or more programming languages.
• Demonstrated experience establishing, supporting, and troubleshooting integrations and communication technologies between applications, databases, cloud platforms, and contact center systems.
• Demonstrated experience analyzing and estimating project size, complexity, and work efforts for software and contact center technology solutions.
• Demonstrated experience documenting and modeling application, system, and integration designs.
• Solid knowledge and understanding of the Software Development Life Cycle (SDLC).
• Solid knowledge and understanding of system integration, migration strategies, and cloud-based technology platforms.
• Experience supporting customer experience (CX), contact center operations, omnichannel communications, workforce engagement, and cloud contact center technologies is strongly preferred.
• Ability to troubleshoot and resolve complex technical issues related to Genesys Cloud configurations, integrations, routing, voice services, and application connectivity.
• Prior Genesys Cloud CX Platform experience is strongly preferred.
• Experience with Genesys Cloud Architect, Administration, Routing, Workforce Engagement Management (WEM), Reporting & Analytics, and API integrations is highly desirable.

In this flex office/home role, you will be expected to work a minimum of 10 days per month from one of the following office locations: Madison, WI 53783. Candidates must reside within a 50-mile radius of the of the Madison, Wi HQ location.

Licenses

Not Applicable.

Travel Requirements

Up to 10%.

Physical Requirements

Work that primarily involves sitting and/or standing.

Working Conditions

Not Applicable.

Additional Information

To ensure a strong start, all employees participate in our New Employee Orientation during their first week. This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth. At times, sessions may be delivered virtually based on scheduling and availability.

Offer to selected candidate will be made contingent on the results of applicable background checks Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions Sponsorship will not be considered for this position unless specified in the posting Selected Candidate will be required to attain three (3) Genesys Certifications within six (6) months of hire.

Prior Genesys Cloud CX Platform experience is strongly preferred. Experience with Genesys Cloud Architect, Administration, Routing, Workforce Engagement Management (WEM), Reporting & Analytics, and API integrations is highly desirable.

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

Equal Opportunity

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email [e-mail] to request a reasonable accommodation.

#LI-BC2 American Family Insurance, based in Madison, Wis., has been serving customers since 1927. We inspire, protect and restore dreams through our insurance products, exceptional service from our agency owners and employees, community investments and creative partnerships. American Family Insurance is the nation’s 12th-largest property/casualty insurance company, ranking No. 202 on the Fortune 500 list. American Family has a current ‘a+’ credit rating through AM Best, and has distinction as a “Standing the Test of Time” company, which is represented by having an AM Best financial strength rating of ‘A’ or better for at least 75 years. The company offers American Family-brand products through a network of exclusive agency owners as well as nationwide through key strategic partnerships. American Family Insurance also includes Homesite and Main Street America Insurance. The company has approximately 10,500 employees nationwide.