Genesys Cloud CX Engineer
About The Position
The Genesys Cloud CX Engineer works within Application Development & Maintenance, a function that configures or codes software systems in cross-functional teams using established design controls and good engineering practices. The team develops, enhances, and sustains applications, systems, databases, and websites to meet internal and external business needs, partnering with business leaders to investigate user needs and maintain and improve existing applications. At this level, the role applies comprehensive technical knowledge to varied tasks and complex, large-scope projects. It develops innovative technical solutions to difficult problems that align with organizational objectives, completes work with general guidance on new projects, and may contribute to policies and procedures or mentor less experienced colleagues. Work is reviewed to ensure objectives are met.
Requirements
- 4–8 years of experience preferred.
- Bachelor’s degree in a related field, or equivalent work experience, preferred.
- Hands-on development experience with the Genesys Cloud CX platform preferred.
- Integration experience with CRM systems such as ServiceNow, Salesforce, or SAP CRM preferred.
- Experience designing, developing, debugging, and maintaining Genesys Cloud Architect flows for voice, email, messaging, and IVR routing solutions.
- Hands-on experience with Genesys Cloud Architect, including call flows, Common Modules, data actions, bot integrations, and workflow automation, preferred.
- Troubleshooting experience with the Genesys Cloud platform and identity issues involving upstream or downstream applications preferred.
- Excellent written and verbal communication skills preferred.
- Ability to communicate effectively with business and technical team members preferred.
- Ability to translate business requirements into technical solutions preferred.
Nice To Haves
- Hands-on Genesys Cloud CX development experience.
- Integration experience with ServiceNow, Salesforce, SAP CRM, or other CRM systems.
- Hands-on Genesys Cloud Architect experience with call flows, Common Modules, data actions, bot integrations, and workflow automation.
- Genesys Cloud platform and upstream/downstream application identity troubleshooting experience.
- Excellent written and verbal communication skills.
- Bachelor’s degree in a related field, or equivalent work experience.
Responsibilities
- Design, develop, debug, and maintain Genesys Cloud Architect flows for voice, email, messaging, and IVR routing solutions.
- Configure and work with Genesys Cloud Architect features, including call flows, Common Modules, data actions, bot integrations, and workflow automation.
- Troubleshoot Genesys Cloud platform issues and identity issues involving upstream or downstream applications.
- Translate business requirements into technical solutions.
- Document system configuration, including call flow diagrams, integrations, and data actions.
- Develop technical solutions for complex problems and projects, consistent with organizational objectives.
Benefits
- Medical, dental, and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401(k) savings plan
- Access to wages before payday with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
