Genesys Cloud Engineer

Key Responsibilities

Technical Leadership & Best Practices:

• Define and enforce technical standards and architectural guidelines
• Serve as a technical authority on contact center design and stability
• Drive consistency across offshore and onshore environments

Genesys CX Cloud Expertise:

• Manage queues, skills, routing, flows, bots, and IVR/IVA solutions

Networking, Firewall & Infrastructure:

• Work with networking and firewall teams to ensure secure connectivity
• Troubleshoot latency, routing, and firewall issues

VDI & End-User Environment:

• Support VDI deployments for contact center agents
• Ensure performance and stability of virtual environments

Required Qualifications

• Bachelor’s degree or equivalent experience
• 7+ years of contact center technology experience
• Extensive experience with Genesys CX Cloud (CX3)
• Experience with offshore deployments and onshore coordination
• Strong knowledge of networking, firewall, and telephony concepts
• Experience managing queues, routing, flows, and bots
• Experience with VDI environments
• Ability to create architecture diagrams and documentation
• Strong communication skills