Sr. Genesys Cloud Implementation Engineer

Accountabilities

• • Act as the lead engineer for Genesys Cloud implementation, migration, and upgrade projects.
  • Design, configure, develop, implement, and support Genesys technologies and customer care solutions.
  • Design and support IVR and ACD scripts for Genesys Cloud CX environments.
  • Contribute to solution architecture and technical design decisions for customer implementations.
  • Perform project and support activities across Genesys products and related technologies.
  • Diagnose and resolve complex technical issues involving both business and technical requirements, including high-priority and business-critical situations.
  • Balance project delivery and support responsibilities while meeting defined milestones, deadlines, and service expectations.
  • Develop technical documentation, including technical papers, standard operating procedures, implementation guidance, and best practices.
  • Collaborate with Technical Account Managers, Project Managers, Sales, Field Engineering, and Support Engineering to deliver projects on time and within budget.
  • Provide post-implementation support and technical guidance to customers and internal teams.
  • Contribute to continuous improvement of service delivery practices and Genesys implementation methodologies.
  • Maintain a strong client-service focus while ensuring technical quality, reliability, and alignment with strategic objectives.

  Requirements

  • At least 5 years of professional experience with IP Telephony and VoIP technologies.
  • Demonstrated knowledge of VoIP equipment, implementation, configuration, and technical support.
  • At least 3 years of experience working with Genesys Cloud CX, formerly known as PureCloud.
  • Associate’s degree in Information Technology or a related technical field required; Bachelor’s degree preferred.
  • Genesys Cloud CX certification is a plus.
  • Knowledge of media and voice gateways is preferred.
  • Strong understanding of SIP protocol implementation and support is preferred.
  • Excellent troubleshooting, analytical, and problem-solving skills, with the ability to assess complex technical and business issues.
  • Strong customer service orientation and ability to work effectively as part of a technical team.
  • Understanding of best practices for professional services and service-oriented organizations.
  • Ability to manage competing priorities and maintain delivery commitments in a fast-paced environment.
  • Experience with Java or JavaScript, HTML, REST web services, Genesys Cloud CX APIs, Microsoft SQL Server, third-party APIs, or web services is a plus.
  • At least 1 year of network administration and support experience is preferred.
  • Experience with .NET or C# is a plus.
  • Experience with Microsoft SQL stored procedures is a plus.
  • Strong written and verbal communication skills and the ability to produce clear technical documentation.

  Benefits

  • Fully remote work-from-home opportunity.
  • Paid holidays, vacation, and sick time.
  • Bring Your Own PC policy.
  • Cell phone reimbursement.
  • Casual work environment.
  • Employer-funded training and professional certification opportunities.
  • Health, dental, and vision insurance.
  • 401(k) plan with company matching.
  • Opportunities to work on dynamic projects using modern contact center and cloud technologies.
  • Professional development opportunities through partnerships with leading technology providers.
  • Collaborative work environment that values quality, innovation, and work-life balance.