Senior Genesys Cloud CX Engineer

Genesis10•Eagan, MN

About The Position

Genesis10 is seeking a Senior Genesys Cloud CX Engineer for a contract position with a leading Pharmacy Benefit Manager in Eagan, Minnesota. The role is a senior technical subject matter expert responsible for designing, engineering, implementing, and operationally supporting enterprise contact center solutions built on Genesys Cloud CX. The engineer works with various teams to deliver secure, resilient, and scalable customer contact solutions, owns complex technical problems, and leads platform improvements. The position pays $59.00–$61.00 per hour and is described as a 6+ month contract opportunity. Genesis10 lists benefits for contract roles, including a behavioral health platform; medical, dental, and vision coverage; a health savings account; voluntary hospital indemnity coverage for critical illness and accident; voluntary term life insurance; 401(k); sick pay in applicable states or municipalities; and commuter benefits in Dallas, New York City, San Francisco, and Illinois.

Requirements

Bachelor's degree in a technical field such as computer science, computer engineering, or a related field.
10+ years of experience in IT systems engineering.
Proven expertise in Genesys Cloud CX, including Architect flows, queues, integrations, Data Actions, and APIs.
Experience with system capacity planning, functional configuration, and audit.
Ability to troubleshoot malfunctions of hardware, software applications, and security systems.
Broad knowledge of IT systems engineering principles and practices.

Responsibilities

Design, configure, engineer, and support enterprise solutions within Genesys Cloud CX.
Serve as a senior technical subject matter expert for Genesys Cloud architecture, platform capabilities, integrations, and production troubleshooting.
Engineer and maintain Genesys Architect inbound and outbound call flows, IVR applications, routing logic, queues, skills, and data actions.
Manage telephony configuration, trunks, sites, number plans, and call routing.
Oversee recording, quality-management, and workforce-management integrations.
Design and enhance complex Genesys Architect call flows supporting enterprise contact center operations.
Translate business requirements into efficient call-routing and customer-interaction designs.
Integrate IVR applications with enterprise APIs, data services, and other business systems.