Cloud Solutions Engineer

Location: Louisville, KY, Nashville, TN, Dallas, TX

Time Type: Full time

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The Cloud Solutions Engineer 2 Supports development and execution of cloud implementation strategy within organization's existing IT infrastructure. The Cloud Solutions Engineer 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action. The Cloud Solutions Engineer 2 Implements organization's cloud strategy from a technical perspective, including design, planning, integration, maintenance and support of cloud architecture.

This position is also responsible for the design, implementation, administration, maintenance, and support of the organization's Genesys Cloud CX platform and related contact center technologies. This role partners with business stakeholders, operations teams, telecommunications providers, and technical teams to deliver scalable, reliable, and customer-focused contact center solutions. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas.

Makes decisions regarding work methods, occasionally in ambiguous situations, and requires minimal direction while receiving guidance when needed. Follows established guidelines, procedures, and change management practices. Collaborates with product managers and engineers to develop specifications for new cloud based products/services, applications and solutions. Drives the roll-out of cloud management platforms, evaluates its performance and implements enhancements. Also responsible for processing move/add/change requests pertaining to telephony systems.

Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.

Key Responsibilities

• Administer, configure, and support the Genesys Cloud CX platform, including users, roles, divisions, queues, skills, routing methods, and telephony resources.
• Configure and support inbound and outbound voice services, digital channels, chat, messaging, email, and callback functionality.
• Implement and maintain telephony integrations, SIP trunking, carrier connectivity, call flows, and voice routing solutions.
• Partner with business stakeholders to gather requirements and deliver contact center solutions that align with operational and customer experience objectives.
• Monitor platform performance, call quality, availability, and service levels; proactively identify and resolve issues affecting customer interactions.
• Develop and maintain contact center reporting, dashboards, and analytics to provide operational insights and support business decision-making.
• Support integrations between Genesys Cloud CX and enterprise systems such as CRM platforms, workforce management systems, Microsoft Teams, and other business applications.
• Coordinate testing, deployment, and validation activities for new functionality, platform releases, and configuration changes.
• Ensure compliance with organizational security standards, regulatory requirements, and contact center governance practices.
• Troubleshoot and resolve complex platform, telephony, routing, and customer interaction issues in collaboration with vendors and internal support teams.
• Create and maintain technical documentation, configuration standards, knowledge articles, and operational procedures.
• Serve as a subject matter expert for Genesys Cloud CX, providing technical guidance, mentoring, and best practices to team…