Genesys Engineer

Upgrade•Phoenix, AZ

3d•Hybrid

About The Position

We are seeking a Genesys Engineer to support the configuration, administration, enhancement, and ongoing maintenance of our Genesys Cloud platform. In this role, you will help build and optimize omnichannel contact center solutions, partner with business and technology teams on new initiatives, and support the day-to-day operation of our customer service environment. The ideal candidate has hands-on experience with Genesys Cloud, contact center technologies, and a strong understanding of customer service operations. This is a hybrid position based in our Phoenix office, requiring onsite presence Tuesday through Thursday.

Requirements

5+ years of experience supporting and implementing Contact Center technologies.
Hands-on experience with Genesys Cloud, including: Interaction Flow Design, Intelligent and Predictive Routing, Outbound Contact Management, System Configuration and Administration, Omnichannel contact center environments (voice, chat, messaging, email, etc.)
Strong experience with solution configuration, implementation, testing, troubleshooting, and production support.
Ability to manage multiple priorities in a fast-paced, high-growth environment.
Strong communication skills with the ability to work effectively across technical teams, business stakeholders, and leadership.
Excellent analytical, troubleshooting, and problem-solving skills with a customer-focused mindset.
English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.

Nice To Haves

Genesys Cloud certifications (such as Certified Genesys Engineer) are highly valued.
Experience integrating Genesys Cloud with API driven CRM platforms (Salesforce, Microsoft Dynamics, etc.).
Experience in fintech, banking, lending, or financial services environments.
Experience supporting a globally distributed, hybrid in-house and outsourced staffed contact center organization as a direct employee.
Experience with APIs, integrations, automation, or custom Genesys Cloud development.

Responsibilities

Design, implement, configure, test, and support contact center solutions on the Genesys Cloud platform.
Lead and execute projects that are critical to the growth and evolution of our contact center environment.
Partner with Operations, Business, and Technology teams to gather requirements, communicate project status, and drive successful outcomes.
Collaborate with fellow Genesys team members to support day-to-day platform operations and ongoing enhancements.
Evaluate and recommend new Genesys Cloud capabilities and technologies to support business growth and improve customer experience.
Work closely with Engineering, Infrastructure, and other technical teams to deliver scalable contact center solutions.
Troubleshoot and resolve platform issues while minimizing disruption to contact center operations.
Participate in on-call support and after-hours change management activities as needed.