Senior Contact Center Engineer - Genesys

Capital Group•San Antonio, TX

About The Position

The Contact Center Technology team designs, builds, integrates, and supports solutions that enable exceptional customer and associate experiences. In this role, you will deliver strategic initiatives, platform enhancements, and modernization efforts across the full engineering lifecycle. You will translate business outcomes into resilient, scalable technical solutions; build high-quality IVR, routing, digital, integration, and automation capabilities; and produce the documentation and operational readiness needed for reliable support. You will collaborate closely with Product Management, Architecture, Operations, and business stakeholders, applying strong engineering discipline and attention to detail throughout delivery.

Requirements

Deep expertise in Genesys Cloud CX, including solution design, IVR development, routing, digital channels, integrations, reporting, and platform administration.
Experience translating business outcomes into technical designs and delivering scalable, resilient Contact Center solutions, platform enhancements, and enterprise integrations.
Strong experience developing and supporting APIs and integrations with enterprise platforms.
Hands-on experience with at least two of the following technologies: Java, .NET, Python, REST APIs, automation frameworks, AWS services, and cloud-native architectures.
Exceptional delivery, attention to detail, documentation, testing, troubleshooting, communication, and operational readiness practices.
A bachelor’s degree in Computer Science, Engineering, Information Systems, or a related discipline.
6+ years of software engineering, platform engineering, or technology delivery experience, including significant experience with enterprise Contact Center technologies.

Nice To Haves

Experience with NICE WFM, CRM platforms, Intradiem, workforce optimization, and related Contact Center technologies are highly desirable.

Responsibilities

Design, build, test, and implement Contact Center solutions, integrations, and platform enhancements.
Develop resilient IVR, routing, digital engagement, and automation capabilities aligned with approved technical designs.
Create and maintain technical documentation, design artifacts, test evidence, and support procedures.
Partner with Product Management, Architecture, Operations, and business stakeholders throughout design and delivery.
Contribute to engineering standards, solution quality, operational readiness, and continuous improvement.