Senior Genesys Cloud CX Engineer Job Fort Worth area,Texas USA,IT/Tech

Senior Genesys Cloud CX Engineer

We are seeking a Senior Genesys Cloud CX Engineer to support the design, administration, optimization, and ongoing support of an enterprise contact center platform. This opportunity is ideal for a hands-on Genesys Cloud Subject Matter Expert with deep technical knowledge of Genesys Cloud CX, contact center technologies, and enterprise telecommunications infrastructure. In this position, you will partner with technical teams and business stakeholders to configure, troubleshoot, and enhance contact center solutions while ensuring reliable, secure, and high-performing communications systems.

This is a 26-week contract with potential travel between local facilities as needed.

Responsibilities:

Design, configure, administer, and support the Genesys Cloud CX platform.
Configure and maintain ACD routing, IVR/Architect flows, queues, skills-based routing, and platform administration.
Integrate Genesys Cloud with Epic EMR, including CTI functionality, screen pops, and data passing.
Support and optimize Genesys Workforce Management (WFM) and Quality Management (QM) modules.
Develop, maintain, and optimize Genesys Cloud APIs, data actions, reporting, and platform integrations.
Analyze, troubleshoot, and resolve telecommunications and contact center infrastructure issues.
Configure, repair, and install telecommunications voice and data services as needed.
Perform Tier 1 network switching and routing troubleshooting.
Support enterprise telecommunications technologies and infrastructure deployments.
Collaborate with application development teams and business users to implement technology solutions and best practices.
Promote and support standardized technology architectures, hardware, and software platforms.
Provide technical support and consultation to internal customers and IT teams.

Required

Skills & Experience:

Expert-level Genesys Cloud CX experience (primary requirement).
Minimum of 3 years of direct experience supporting enterprise telecommunications or contact center technologies.
Hands-on experience configuring: ACD Routing IVR / Architect Flows Queues Skills-Based Routing Platform Administration.
Experience integrating Genesys Cloud with Epic EMR, including: CTI Screen Pops Data Passing.
Strong experience with:
Genesys Workforce Management (WFM) Quality Management (QM).
Experience with:
Genesys Cloud APIs Data Actions Reporting Troubleshooting Platform Optimization.
Experience configuring, repairing, and supporting telecommunications voice and data systems.
Experience analyzing and troubleshooting telecommunications infrastructure.
Experience providing technical support within an enterprise environment.
Experience performing Tier 1 network switching and routing troubleshooting.

Preferred

Skills:

Experience supporting healthcare environments.
Knowledge of HIPAA requirements and call recording compliance.
Experience with Nortel, Vocera, and Shore Tel telecommunications systems.
Relevant Information Technology certifications.

Education:

High school diploma (or equivalent) with at least 3 years of direct experience, OR Associate's degree in Information Systems with at least 2 years of direct experience.
Preferred Bachelor's degree in Information Systems, Business, or a related field.

Ideal Candidate:

We're looking for a true Genesys Cloud CX Subject Matter Expert who has recent, hands-on experience designing, configuring, administering, and optimizing enterprise contact center environments. Candidates should be comfortable owning the Genesys Cloud platform, supporting complex integrations with Epic EMR, and driving reliable, scalable contact center operations in a highly regulated environment.