IVR Engineer - Genesys CX

Job#: 3055427

IVR Engineer - Genesys CX

Orlando, Florida (On-site)

We are seeking an IVR Genesys CX Engineer to join our team. This individual will play a key role in supporting and optimizing a completed migration from in Contact to Genesys CX within a large-scale enterprise environment. The ideal candidate will have a strong hands-on experience with Genesys CX, a developer mindset, and the ability to quickly assess existing platform configurations, troubleshoot issues, and partner with stakeholders to drive continuous improvements across the contact center ecosystem.

• Analyze and assess the current Genesys Cloud CX environment to understand architecture, configurations, integrations, and operational processes.
• Support post-migration stabilization and hypercare activities following the transition to Genesys Cloud CX.
• Troubleshoot and resolve complex contact center issues impacting inbound and outbound operations for a large agent base.
• Partner with internal teams and business stakeholders to optimize customer and agent experiences.
• Support ongoing strategic initiatives, including Salesforce integration, new location openings, collections integrations, and partner onboarding.
• Configure and maintain Genesys Cloud CX solutions, including routing, queues, data tables, flows, and campaigns.
• Provide recommendations for platform optimization, scalability, and operational efficiency.
• Collaborate with vendors and internal technical teams to resolve issues and implement solutions.

Experience: An IVR Engineer background with a solid working knowledge of Genesys CX (cloud version) is required. The candidate should be able to understand the existing environment and assist with problem resolution and project-based work. Experience with contact center operations supporting both inbound and outbound channels is necessary.

Technical

Skills:

A strong knowledge of routing and queue management, IVR and call flows, agent and supervisor tools, and reporting and analytics is required. Candidates must possess the initiative and soft skills to work effectively within a team.

• Scripting experience with other languages to extend platform capabilities.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including Clearly Rateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex Benefits Overview:
Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a Support Linc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.

In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA…