Senior Genesys Engineer

Job Summary:

Our client is currently on Genesys (Cloud), they currently do not have any in-house expertise (nor does their MSP). They are looking for a resources to provide architectural and development support for Genesys. They are already live and do not have anyone to support the application (no migration experience needed). This resource would be engaged on project work and cleaning up portions of the implementation. Looking for someone that is a team player and personable.

The Genesys Cloud Architect / Sr Telecom Engineer is a senior technical leader responsible for the design, optimization, and long-term strategy of the Genesys Cloud CX platform. This role combines architectural ownership with hands-on engineering, ensuring a reliable, scalable, and high‑performing contact center environment.

Responsibilities

• Lead the end-to-end architecture of Genesys Cloud CX, including voice, digital channels, routing, integrations, and analytics.

• Develop and maintain roadmap, standards, and best practices for platform design and evolution.

• Configure, administer, and optimize Genesys Cloud, including IVR, routing, and self-service workflows.

• Build and manage API integrations with internal and third‑party systems.

• Govern platform changes to ensure security, compliance, and alignment with IT standards.

• Partner with business and technical teams to translate experience goals into scalable solutions.

• Maintain documentation and mentor engineering teams on platform best practices.

• Other duties as needed

• Experience:

• At least 5 years of hands-on experience with Genesys Cloud CX, including administration, routing, and troubleshooting

• Strong expertise in VoIP technologies, SIP trunking, SBC console operations, and carrier connectivity.

• Familiarity with chatbot frameworks, speech analytics, and contact center processes.

• Proven ability to design and manage integrations between Genesys Cloud and external systems is a plus.

• Exceptional problem-solving skills and a strategic mindset, coupled with the ability to execute technical solutions.

• Experience supporting high-availability, customer-facing environments.

• Genesys Cloud certifications and knowledge of architecture standards is a definite plus

• Deep Genesys Cloud CX expertise with hands on leadership across Conversational AI, Voice AI, NLU, and self-service journeys within CCaaS environments.

• Help lead GenAI and Agentic AI strategy, design, implementation, and integrations across vendor solutions, GenAI model providers, enterprise applications/CRMs

• Overall hands-on Solutions architect with deep technical architecture

• End to end project delivery across IVR/ACD, routing, messaging, analytics, and integrations in cloud contact center programs.

• End‑to‑end contact center migration expertise across CCaaS, including discovery, design, cutover, and stabilization for large‑scale IVR/ACD, routing, and omnichannel environments.

• Advanced IVR, chatbot, and voice‑bot engineering with omnichannel development and API‑first integrations (REST/OAuth, data actions) across enterprise apps and CRMs

• Strong analytical, interpersonal, and communication skills with executive‑ready written and verbal articulation.

• Sound judgment, flexibility, and adaptability to evolving priorities, constraints, and stakeholder needs.

• Bachelor’s degree in Computer Science, Telecommunications, IT, or equivalent relevant experience.