Senior Genesys Telephony Engineer

Position Compensation Range:

Pay Rate Type:

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

• Analyzes high-level system specifications, system requirements, business requirements, and/or use cases.
• Converts information into detailed technical specifications, system designs, and implementation plans.
• Understands and identifies system dependencies, integrations, and impacts across applications and platforms.
• Designs, develops, configures, and supports solutions within the Genesys Cloud CX Platform
  , including routing strategies, call flows, IVR configurations, workforce engagement capabilities, integrations, APIs, and contact center functionality.
• Collaborates with business stakeholders, architects, and technical teams to gather requirements and translate contact center business needs into scalable Genesys-based solutions.
• Provides appropriate documentation for design decisions, configuration changes, estimating assumptions, code modules, integrations, and performance metrics in accordance with organizational standards.
• Defines, conducts, and participates in testing activities, including unit testing, system integration testing, user acceptance testing, and validation of Genesys platform configurations and enhancements.
• Prepares, leads, and participates in technical design reviews, development walkthroughs, and solution demonstrations.
• Collaborates with others regarding system workflows, customer interaction processes, data usage, and manual or automated processes to validate requirements and solution effectiveness.
• Ensures software development and platform configurations meet standards for design, performance, reliability, security, and quality.
• Identifies opportunities for continuous improvement related to contact center technologies, Genesys platform functionality, integrations, reporting, and customer experience.
• Supports integrations between Genesys Cloud and enterprise applications, databases, CRM platforms, workforce management tools, and third-party communication technologies utilizing APIs, web services, and middleware technologies.
• Assists with troubleshooting, root cause analysis, and resolution of Genesys platform incidents, service disruptions, and system performance issues.

• Demonstrated experience providing customer-driven solutions, support, or service.
• Demonstrated experience working with the 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 utilizing APIs, web services, middleware, authentication methods, and third-party applications.
• Basic knowledge and understanding of application architecture, design alternatives, and development standards.
• Demonstrated experience communicating technical information to both technical and non-technical audiences.
• Demonstrated experience developing complex software systems using one or more programming languages.
• Demonstrated experience establishing, supporting, and troubleshooting integrations and communication technologies between applications, databases, cloud platforms, and contact center systems.
• Demonstrated experience analyzing and estimating project size, complexity, and work efforts for software and contact center technology solutions.
• Demonstrated experience documenting and modeling application, system, and integration designs.
• Solid knowledge and understanding of the Software Development Life Cycle (SDLC).
• Solid knowledge and understanding of system integration, migration strategies, and cloud-based technology platforms.
• Experience supporting customer experience (CX), contact center operations, omnichannel communications, workforce engagement, and cloud contact center technologies is strongly preferred.
• Ability to troubleshoot and resolve complex technical issues related to Genesys…