Genesys Cloud CX Engineer

Job Summary

We are looking for an experienced Genesys Cloud CX Engineer with 5+ years of hands‑on experience in designing, configuring, and supporting customer engagement solutions using Genesys Cloud CX.

The ideal candidate should have strong expertise in configuring Genesys Cloud CX platform components and integrating the platform with external enterprise systems, APIs, and third‑party applications.

The candidate will work closely with business stakeholders, solution architects, and development teams to implement scalable and reliable contact centre solutions.

Key Responsibilities

Platform Configuration & Optimization

• Architect Flow Design: Design, build, and optimize complex inbound/outbound interaction routing flows using Genesys Cloud Architect across all channels (Voice, Chat, Email, and SMS).
• Core Administration: Manage queues, skills‑based routing, wrap‑up codes, scheduling, prompt management, and utilization rules.
• Workforce & Quality Management: Configure and support built‑in WMM/WFM tools, quality evaluation forms, and recording policies.

System Integration & API Development

• Third‑Party Integrations: Architect, deploy, and maintain robust integrations between Genesys Cloud and external systems (e.g., Salesforce, ServiceNow, Zendesk, or custom in‑house CRMs).
• Data Actions & Webhooks: Create and manage advanced Genesys Cloud Data Actions using REST APIs to pull and push real‑time data during live interactions.
• Secure Authentication: Configure and troubleshoot OAuth client credentials, webhooks, and secure data exchanges.

Required Qualifications & Experience

• Experience: Minimum of 5 years of hands‑on experience in contact centre engineering, with a primary focus on the Genesys Cloud CX platform.
• Integration Expertise: Proven track record of successfully connecting Genesys Cloud to external CRMs or databases using REST APIs and JSON.
• Technical Skills: Strong understanding of standard web technologies (REST, JSON, Webhooks) and telephony concepts (SIP, WebRTC, VoIP).
• Problem Solving: Ability to translate complex business requirements into elegant, scalable technical routing logic.
• Communication: Clear, collaborative communication style to work effectively with both technical teams and non‑technical business stakeholders.

Preferred Qualifications (Nice to Have)

• Active Genesys Cloud Certified Professional (GCP) or Professional (GCA) certifications.