Technology Engineer, Senior - Contact Center

Job Description: Senior Technical Engineer - Genesys Cloud CX

Role Summary

The Senior Technical Engineer - Genesys Cloud CX is a hands-on engineering role responsible for designing, implementing, supporting, and optimizing contact center solutions on the Genesys Cloud CX platform. This role focuses on execution and technical depth, owning complex configurations, integrations, and operational support while contributing to platform stability and continuous improvement.

The Senior Engineer works closely with Principal Engineers, Network Engineering, DevOps, Security, and Business stakeholders to deliver reliable, scalable, and high-quality customer experience solutions.

Key Responsibilities

Platform Engineering & Configuration

• Design, build, and maintain Genesys Cloud CX configurations including routing, queues, skills, Architect flows, IVR, and digital channels.
• Implement and support voice, chat, email, and messaging experiences.
• Configure and manage users, roles, permissions, and access controls.

Operations & Support

• Serve as a senior escalation point for Genesys Cloud incidents and complex production issues.
• Perform root-cause analysis and drive permanent remediation.
• Support platform monitoring, alerting, and performance tuning.
• Participate in on-call rotations and incident response as required.

Integrations & Automation

• Build and support integrations between Genesys Cloud CX and external systems such as CRM, WFM, analytics, and data platforms.
• Leverage Genesys Cloud APIs, webhooks, and event streaming for automation and custom solutions.
• Assist with CI/CD or configuration automation initiatives where applicable.

Change & Release Management

• Support platform upgrades, feature releases, and new capability rollouts.
• Validate configurations through testing and lower-environment deployments.
• Ensure changes follow established standards, documentation, and governance processes.

Collaboration & Documentation

• Work closely with Architects and Principal Engineers on solution designs.
• Create and maintain technical documentation, runbooks, and support procedures.
• Partner with business and product teams to translate requirements into technical solutions.

Continuous Improvement

• Identify opportunities to improve reliability, scalability, and agent experience.
• Stay current with Genesys Cloud features and best practices.
• Contribute ideas and recommendations for platform enhancements.

Required Qualifications

• 5-8+ years of experience in contact center, cloud, or platform engineering roles.
• Strong hands-on experience with Genesys Cloud CX (routing, Architect, Admin, Analytics, Voice).
• Experience supporting production contact center environments.
• Solid understanding of SIP, VoIP, and cloud telephony concepts.
• Experience with REST APIs, JSON, OAuth, and integrations.
• Strong troubleshooting skills and ability to work effectively during incidents.

Preferred Qualifications

• Genesys Cloud CX certifications (Associate or Professional level).
• Experience with digital channels, WEM, or analytics.
• Familiarity with CRM integrations (Salesforce, ServiceNow, Dynamics).
• Scripting or automation experience (Python, JavaScript, or similar).
• Experience in large enterprise or regulated environments.

Core Competencies

• Strong technical execution and attention to detail.
• Ability to work independently while collaborating across teams.
• Clear communicator with technical and non-technical stakeholders.
• Ownership mindset with a focus on service reliability and customer experience.

Working Environment

• Primarily remote with collaboration across distributed teams.
• Participation in on-call rotations and after-hours support as needed.

Success Measures

• Stability and performance of the Genesys Cloud CX platform.
• Timely resolution of incidents and service requests.
• Quality and consistency of platform configurations.
• Positive feedback from peers, stakeholders, and contact center users.

This role is ideal for an experienced Genesys Cloud engineer who wants to deepen technical expertise, take ownership of complex platform work, and operate as a senior contributor within a mature contact center engineering team.