Senior Genesys Telephony Engineer

• Analyze high-level system specifications, system requirements, business requirements, and use cases
• Convert information into detailed technical specifications, system designs, and implementation plans
• Identify system dependencies, integrations, and impacts across applications and platforms
• Design, develop, configure, and support Genesys Cloud CX solutions, including routing strategies, call flows, IVR, workforce engagement, integrations, APIs, and contact center functionality
• Collaborate with business stakeholders, architects, and technical teams to translate contact center needs into scalable Genesys solutions
• Document design decisions, configuration changes, estimating assumptions, code modules, integrations, and performance metrics
• Define, conduct, and participate in unit, integration, acceptance, and platform configuration testing
• Lead and participate in technical design reviews, development walkthroughs, and solution demonstrations
• Validate workflows, customer interaction processes, data usage, and manual or automated processes
• Ensure configurations and software meet design, performance, reliability, security, and quality standards
• Identify continuous improvement opportunities in contact center technologies, Genesys functionality, integrations, reporting, and customer experience
• Support integrations between Genesys Cloud and enterprise applications, databases, CRM platforms, workforce management tools, and third-party communication technologies
• Troubleshoot incidents, service disruptions, and system performance issues; perform root cause analysis and resolution
• Work up to 10% travel

• Skilled Software Systems Engineer with Genesys Cloud CX Platform expertise
• Demonstrated experience providing customer-driven solutions, support, or service
• Experience with Genesys Cloud CX Platform, including contact center administration, routing strategies, inbound and outbound voice solutions, IVR development, digital channels, reporting, and platform configuration
• Experience designing, implementing, supporting, and enhancing Genesys Cloud solutions in a complex enterprise environment
• Knowledge of Genesys Cloud integrations using APIs, web services, middleware, authentication methods, and third-party applications
• Basic knowledge of application architecture, design alternatives, and development standards
• Experience communicating technical information to technical and non-technical audiences
• Experience developing complex software systems using one or more programming languages
• Experience troubleshooting integrations and communication technologies across applications, databases, cloud platforms, and contact center systems
• Experience analyzing and estimating project size, complexity, and work efforts
• Experience documenting and modeling application, system, and integration designs
• Knowledge of the Software Development Life Cycle (SDLC)
• Knowledge of system integration, migration strategies, and cloud-based technology platforms
• Ability to troubleshoot and resolve complex technical issues related to Genesys Cloud configurations, integrations, routing, voice services, and application connectivity
• Candidates must reside within a 50-mile radius of the Madison, WI HQ location
• Selected Candidate will be required to attain three (3) Genesys Certifications within six (6) months of hire
• Sponsorship will not be considered for this position unless specified in the posting
• Offer is contingent on applicable background checks
• Offer is contingent on signing a non-disclosure agreement
• Experience supporting CX, contact center operations, omnichannel communications, workforce engagement, and cloud contact center technologies is strongly preferred
• Prior Genesys Cloud CX Platform experience is strongly preferred
• Experience with Genesys Cloud Architect, Administration, Routing, WEM, Reporting & Analytics, and API integrations is highly desirable

Demonstrates expertise in designing, implementing, and supporting Genesys Cloud CX solutions, with a strong focus on system integrations, troubleshooting, and customer experience enhancement. Proficient in translating business requirements into technical specifications and ensuring compliance with performance and quality standards.

• Genesys Cloud CX Platform Expertise
• Contact Center Administration
• API Integrations
• Software Development Life Cycle (SDLC)
• Troubleshooting Complex Technical Issues

• System Specifications Analysis
• Technical Specifications Development
• IVR Development
• Routing Strategies Design
• Workforce Engagement Solutions
• Integration Testing
• Performance Metrics Documentation
• Software Systems Engineering
• Application Architecture Knowledge
• Project Size Estimation

• Customer-Driven Solutions
• Technical Communication

• Genesys Certifications

• Contact Center Technologies
• Omnichannel Communications
• Workforce Management Tools
• System Integration
• Cloud-Based Technology Platforms

• Genesys Cloud
• CRM…