Genesys Cloud Tier III Engineer

Role Summary

This remote position requires an experienced Genesys Cloud Contact Center Tier III Engineer responsible for the design, implementation, integration, and operational support of cloud-based contact center platforms built on Genesys Cloud (CX). The role serves as a technical subject matter expert, partnering with business and IT stakeholders to deliver scalable, secure, and reliable solutions that enhance contact center capabilities. The engineer will ensure the platform’s performance optimization, security adherence, and continuous improvement through expert-level technical leadership.

Responsibilities

• Lead solution architecture and technical design for Genesys Cloud features, including voice, digital channels, IVR, routing, integrations, and reporting.
• Configure and optimize Genesys Cloud components such as Architect flows, queues, skills, routing, ACD, and campaign/contact list features.
• Develop, build, and maintain integrations using Genesys Cloud APIs, SDKs, webhooks, and event streams; create custom middleware as needed.
• Implement SSO and identity integrations (SAML/OIDC), user provisioning, role-based access control, and security best practices.
• Collaborate with network/telecom teams on SIP/telephony connectivity, carrier coordination, numbering, and troubleshooting.
• Support Workforce Engagement Management capabilities including forecasting, scheduling, recordings, evaluations, and policies.
• Develop and maintain operational runbooks, monitoring/alerting systems, capacity planning, change, incident, and problem management processes.
• Drive platform reliability and performance through root-cause analysis, defect remediation, and continuous improvement initiatives.
• Partner with application teams to integrate CRM and case management systems like Salesforce, ServiceNow, or Dynamics.
• Enable reporting and analytics by configuring and analyzing Genesys Cloud reports, conversation data, and supporting BI integrations.
  
  
  

Qualifications

• 5 years of contact center engineering experience, with a minimum of 3 years hands-on experience with Genesys Cloud (CX) in production environments.
• Current or active Genesys Cloud certifications or demonstrable equivalent expertise; ability to attain/maintain certifications as required.
• Strong experience designing solutions utilizing Genesys Cloud APIs, integrations, and automation tools such as REST APIs, OAuth, webhooks, and event-driven architecture.
• Proven ability to create technical designs, architecture diagrams, and implementation plans for enterprise-scale deployments.
• In-depth knowledge of contact center telephony concepts including SIP, RTP, SBCs, carrier services, and troubleshooting call quality issues.
• Working understanding of cloud security fundamentals, including identity management, SSO, least privilege principles, audit logging, and data protection.
• Experience supporting production systems, including on-call and after-hours incident response, root-cause analysis, and issue remediation.
• Excellent communication skills with the ability to translate business needs into technical solutions effectively.
• Proven ability to collaborate with cross-functional teams, mentor junior staff, and establish technical standards.
  
  
  

Publishing Pay Range: $50.00 – $55.00

This position offers a fully remote work environment and can be performed from an approved location.