Senior Engineer - Genesys Cloud

NWN Carousel•Exeter, CA

22h•Hybrid

About The Position

The Senior Engineer – Genesys Cloud is responsible for the design, configuration, implementation, and support of Genesys Cloud contact center solutions. This role provides advanced technical expertise across telephony, routing, integrations, and platform administration. The Senior Engineer works closely with architects, project managers, and customer stakeholders to ensure high‑quality delivery, system stability, and alignment with business requirements. The Senior Engineer plays a key role in ensuring the successful deployment and ongoing performance of Genesys Cloud solutions. This position directly contributes to customer satisfaction, operational efficiency, and the overall success of cloud transformation initiatives.

Requirements

6 plus years of experience in contact center engineering, cloud technologies, or telephony systems.
Hands‑on experience with Genesys Cloud, including Architect, telephony configuration, routing, and system administration.
Strong understanding of SIP, VoIP, carrier services, and network fundamentals.
Experience with REST APIs, integrations, and troubleshooting tools.
Ability to analyze complex technical issues and provide effective solutions.
Strong communication and documentation skills.
Problem Solving and Analytical Thinking
Adaptability

Nice To Haves

Bachelor’s Degree in Arts/Sciences (BA/BS) Preferred
Genesys Cloud certifications (GCA, GCP, GCV) preferred
Experience with scripting or automation (e.g., PowerShell, Python) preferred
Familiarity with AWS, Azure, or other cloud platforms preferred
Experience with workforce engagement management, digital channels, or AI/IVA solutions preferred
Background in professional services or enterprise support environments preferred

Responsibilities

Configure and implement Genesys Cloud features including voice, digital channels, IVR/Architect flows, queues, routing strategies, and workforce engagement components.
Perform detailed technical analysis, requirements gathering, and solution validation for customer environments.
Develop and maintain system configurations, call flows, integrations, and supporting documentation.
Troubleshoot and resolve complex issues related to telephony, SIP, routing logic, APIs, and platform performance.
Support migration activities from legacy contact center platforms to Genesys Cloud, including testing, cutover, and post‑deployment stabilization.
Collaborate with cross‑functional teams to ensure solutions meet functional, technical, and security requirements.
Monitor system performance, identify optimization opportunities, and implement improvements.
Provide technical guidance to junior engineers and contribute to internal knowledge‑sharing initiatives.
Stay current with Genesys Cloud updates, new features, and industry best practices.
Participate in on‑call rotations or after‑hours support as required.