Senior Genesys Engineer

TEKsystems•Saint Paul, MN

1d•$60 - $65•Remote

About The Position

The Senior Genesys Cloud CX Engineer designs, engineers, implements, automates, integrates, and supports enterprise contact center solutions built on Genesys Cloud CX. The role serves as a senior technical subject matter expert for the Genesys platform and collaborates with Product Owners, Solution Architects, application teams, telecommunications engineers, business partners, vendors, and other Contact Center Technology engineers to deliver secure, resilient, scalable, highly available customer contact solutions. The engineer owns complex technical problems, leads platform improvements, establishes engineering standards, mentors other engineers, and reduces operational risk through automation, documentation, monitoring, and disciplined change management. The position includes engineering Genesys Cloud CX and IVR solutions, integrating APIs and enterprise systems, providing advanced production support, and participating in security, compliance, governance, and operational-readiness activities. This is a contract position based remotely.

Requirements

At least 7 years of experience engineering enterprise contact center or telecommunications solutions.
At least 5 years of hands-on experience with Genesys technologies, including strong experience engineering Genesys Cloud CX solutions.
Demonstrated experience supporting large, business-critical contact center environments.
Experience troubleshooting complex production issues involving voice, integrations, APIs, networks, or distributed systems.
Experience leading technical implementations or major platform changes.
Strong hands-on expertise in several of the following: Genesys Cloud CX, Genesys Architect, ACD and skills-based routing, Data Actions, Genesys Cloud APIs, OAuth, queue and routing configuration, telephony and trunk configuration, recording and quality-management capabilities, workforce-management integrations, Genesys CX as Code, and Archy.

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, routing strategies, schedules, wrap-up codes, Data Actions, external integrations, telephony configuration, recording and quality-management integrations, workforce-management integrations, and applicable digital interaction channels.
Develop solutions that meet enterprise requirements for performance, reliability, scalability, security, and supportability.
Design and enhance complex Genesys Architect call flows for enterprise contact center operations.
Translate business requirements into efficient call-routing and customer-interaction designs.
Integrate IVR applications with enterprise APIs, data services, authentication services, and downstream business systems.
Optimize routing designs to improve customer experience, containment, agent efficiency, and operational reliability.
Establish reusable patterns and engineering standards for Architect development.
Design, build, troubleshoot, and support integrations using Genesys Cloud Platform APIs, OAuth, REST, JSON, and Data Actions.
Integrate Genesys Cloud with enterprise applications, CRM platforms, data services, workforce-management platforms, recording systems, and other contact center technologies.
Apply appropriate authentication, authorization, API rate-limit handling, exception handling, logging, and secure integration patterns.
Work with application development teams to establish reliable integration contracts and troubleshoot cross-application issues.
Provide advanced Tier 3 engineering support for Genesys Cloud CX.
Lead troubleshooting and root-cause analysis for high-impact incidents.
Analyze logs, interaction details, API transactions, telephony signaling, integration behavior, and platform telemetry.
Participate in major incident response and problem-management activities.
Develop proactive monitoring and alerting to identify issues before they materially affect customers or contact center operations.
Identify recurring incidents and implement permanent engineering solutions instead of relying on operational workarounds.
Follow enterprise security and change-management requirements when designing and implementing contact center solutions.
Apply least-privilege principles to Genesys roles, permissions, OAuth clients, and integrations.
Protect authentication credentials, customer information, and other sensitive contact center data.
Participate in architecture, security, disaster-recovery, and operational-readiness reviews.
Lead technical implementations or major platform changes and mentor other engineers.