Your role: The Genesys Cloud CX Engineer is responsible for supporting, maintaining, and enhancing the Genesys Cloud CX platform following a recent deployment, while contributing to the broader contact center transformation across the company. The role combines technical engineering, solution design, platform support, integration, and continuous improvement to ensure scalable, secure, and effective omnichannel customer engagement capabilities.
Key Accountabilities
- Support and evolve the Genesys Cloud CX platform to meet operational and strategic business needs
- Design, configure, and enhance omnichannel customer journeys across voice and digital channels
- Build and maintain inbound and outbound call flows, IVR, queues, routing logic, and agent configurations
- Configure and optimize routing strategies to improve customer experience and operational effectiveness
- Support integrations between Genesys Cloud CX and enterprise platforms such as Salesforce and ServiceNow
- Collaborate with external support for production incident management, troubleshooting, root-cause analysis, and issue resolution
- Contribute to platform architecture, technical standards, and engineering best practices
- Support platform updates, testing, automation, and adoption of new capabilities including AI-driven features, chatbots, and analytics
- Collaborate with business stakeholders, Product Owners, Telecom Engineers, and Solution Architects to translate requirements into scalable technical solutions
- Help establish internal capability, governance, and sustainable support models for the long-term development of the platform