Genesys Cloud CX Engineer

About the role

The Genesys Cloud CX Engineer supports, maintains, and enhances the Genesys Cloud CX platform following a recent deployment, contributing to the broader contact‑center transformation across the company. The role blends technical engineering, solution design, platform support, integration, and continuous improvement to deliver scalable, secure, omnichannel customer engagement. You will work closely with business stakeholders, product owners, telecom engineers and solution architects to translate requirements into scalable solutions.

Key responsibilities

• Support and evolve the Genesys Cloud CX platform to meet operational and strategic business needs.
• Design, configure, and enhance omnichannel customer journeys across voice and digital channels.
• Build and maintain inbound and outbound call flows, IVR, queues, routing logic, and agent configurations.
• Configure and optimise routing strategies to improve customer experience and operational effectiveness.
• Support integrations between Genesys Cloud CX and enterprise platforms such as Salesforce and ServiceNow.
• Collaborate with external support for production incident management, troubleshooting, root‑cause analysis, and issue resolution.
• Contribute to platform architecture, technical standards, and engineering best practices.
• Support platform updates, testing, automation, and adoption of new capabilities including AI‑driven features, chatbots, and analytics.
• Work with business stakeholders, Product Owners, Telecom Engineers, and Solution Architects to translate requirements into scalable technical solutions.
• Help establish internal capability, governance, and sustainable support models for long‑term platform development.

Required profile

• Minimum 5 years of experience in contact‑center technology environments with strong hands‑on experience with Genesys Cloud CX.
• Strong technical knowledge of Genesys Cloud CX configuration, administration, and support.
• Good understanding of CCaaS architecture and enterprise contact‑center solution design.
• Experience with queuing, routing, interaction models and omnichannel communication flows.
• Experience designing or supporting integrations using APIs, web services, and cloud integration patterns.
• Background in production support, incident management and technical troubleshooting.
• Understanding of security considerations and best practices in cloud‑based customer engagement platforms.
• Proven ability to contribute to large‑scale platform deployments, enhancements or transformation initiatives.
• Strong problem‑solving skills and ability to work effectively across technical and business teams.

Required skills

• Genesys Cloud CX platform
• Genesys Cloud Terraform provider / CX as Code
• AppFoundry applications and ecosystem integrations
• Salesforce integration
• ServiceNow integration
• APIs, web services, cloud integration patterns
• AI‑driven automation, chatbots, NLP
• Agile product or engineering environments