Solution Engineer/Developer (Genesys)

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location and Flexibility

Our Solution Engineer / Developer – Genesys Cloud CX will be based remotely OR in one of our offices: Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC.

The Opportunity

As a Solution Engineer / Developer – Genesys Cloud CX, you will be a core delivery team member responsible for building, configuring, and integrating contact center solutions on the Genesys Cloud platform. You will work closely with Technical Architects, Delivery Leads, and QA teams to implement scalable, enterprise-grade solutions that meet defined architecture, functional, and performance requirements. We are seeking hands-on engineers with strong Genesys Cloud configuration and integration experience who enjoy building complex solutions, solving technical problems, and contributing directly to successful client outcomes. This role executes against approved architectures and delivery standards defined by the Technical Architect and delivery leadership.

This role requires occasional travel to client sites and company offices to support delivery and collaboration.

Responsibilities

• Configure and implement Genesys Cloud CX solutions across voice and digital channels, including queues, routing, skills, Architect flows, and agent experiences, in alignment with approved solution designs.
• Build and enhance call flows, orchestration logic, and routing configurations to support complex enterprise contact center use cases.
• Implement integrations using Genesys Cloud APIs, webhooks, and platform connectors, supporting CRM systems, data platforms, and third-party applications.
• Configure, test and support Genesys Cloud telephony capabilities, including Cloud Voice and BYOC, under the guidance of the Technical Architect.
• Develop and deploy digital bots, messaging workflows, and agent assist capabilities in accordance with defined solution patterns.
• Support CI/CD processes, environment promotion, and release activities to ensure reliable and repeatable deployments across development, test, and production environments.
• Collaborate with QA teams to support testing activities, defect resolution, and production readiness.
• Assist with troubleshooting and resolving functional, integration, and performance issues during implementation and post-go-live stabilization.
• Contribute to technical documentation, configuration guides, and knowledge transfer materials to support handoff to client operations or managed support teams.
• Participate in continuous improvement initiatives, identifying opportunities to improve delivery efficiency, reusability, and platform best practices.
  
  

Qualifications

• 3 years of hands-on experience implementing or configuring Genesys Cloud CX solutions in a delivery or engineering role.
• Practical experience building Genesys Cloud routing applications, Architect flows, queues, and omnichannel configurations.
• Experience working with Genesys Cloud APIs, integrations, and data exchange mechanisms.
• Familiarity with Genesys Cloud analytics and reporting capabilities, including standard reports and custom data extracts.
• Working knowledge of Unix/Linux environments with the ability to review logs and assist with troubleshooting activities.
• Exposure to CI/CD pipelines, version control, and structured deployment practices within cloud environments.
• Strong problem-solving skills and attention to detail, with the ability to execute against defined designs and delivery standards.
• Ability to collaborate effectively within cross-functional delivery teams and follow architectural guidance and implementation standards.
• Strong written and verbal communication skills, with comfort explaining technical concepts to team members and delivery stakeholders.
• Motivation to learn and adapt as Genesys Cloud capabilities evolve.
• This role offers growth opportunities into senior engineering or technical architecture paths within the Genesys Cloud CX practice.
  
  

Preferred Qualifications

• Experience supporting enterprise contact center implementations across voice and digital channels.
• Familiarity with CRM platforms such as Salesforce, ServiceNow, or Microsoft Dynamics.
• Genesys Cloud CX Professional certification or progress toward certification.
  
  

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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