Overview
We are seeking a highly skilled Contact Center Systems Engineer to design, implement, and support cloud-based customer experience solutions. This role will serve as a subject matter expert in Genesys Cloud CX, helping to deliver scalable, high-performing IVR and ACD solutions while partnering closely with cross-functional teams.
This is an ideal opportunity for someone who thrives in a fast-paced environment, enjoys solving complex technical challenges, and is passionate about improving customer experience through technology.
Key Responsibilities
• Design, configure, implement, and support IVR and ACD solutions within Genesys Cloud CX
• Develop and maintain Architect flows, scripts, and call routing strategies
• Evaluate incoming requests, define technical requirements, and produce design documentation
• Act as a subject matter expert for Genesys Cloud CX capabilities and enhancements
• Perform system troubleshooting, root cause analysis, and ongoing performance optimization
• Provide day-to-day operational support and proactive system maintenance
• Conduct unit testing, quality assurance testing, and support user acceptance testing
• Collaborate with cross-functional teams to ensure seamless system integrations and deployments
• Support omni-channel contact center capabilities including voice, chat, and digital channels
Required Qualifications
• Strong communication and facilitation skills, with the ability to translate business needs into technical solutions
• Proven ability to interpret requirements, resolve ambiguity, and drive implementation
• Strong analytical and problem-solving skills
• Experience working with complex system architectures and cross-functional teams
• Solid understanding of contact center technologies (ACD, dialers, call recording, workforce management, etc.)
• Hands-on experience with Genesys Cloud (PureCloud) administration and support
• Experience building IVR/ACD scripts and Architect flows
• Strong knowledge of telephony technologies including WebRTC, SIP, VoIP, and QoS
• Understanding of infrastructure planning, system lifecycle management, and deployment best practices
Preferred Qualifications
• Genesys Cloud CX certifications
• Experience working with Genesys Cloud APIs and web services
• Strong background in Architect flow design and optimization
• WebRTC troubleshooting expertise
• Programming experience in languages such as JavaScript, TypeScript, Python, or Go
• Backend development experience (Node.js, Python, Java, or similar)
• Familiarity with Docker and infrastructure-as-code tools (e.g., Terraform, CloudFormation)
• Experience with modern frontend frameworks such as React
• Knowledge of CI/CD pipelines (GitHub Actions, Jenkins, AWS tools, etc.)
• Experience working with REST APIs and third-party integrations
• SQL and data analytics experience
What We’re Looking For
• A strong team player with a proactive mindset and solid work ethic
• Curiosity and enthusiasm for learning new technologies
• Ability to operate independently while contributing to a collaborative team environment
• A passion for delivering high-quality, scalable customer experience solutions