Genesys Cloud Contact Center Engineer Tier III

Summary: The Genesys Cloud Contact Center Engineer (Tier III) is responsible for designing, implementing, supporting, and optimizing enterprise contact center solutions using Genesys Cloud CX. This role requires advanced troubleshooting, system integration, and collaboration with cross-functional teams to ensure high availability and performance of contact center services. The position is remote and involves a 12-month contract with potential for renewal. The engineer will also provide mentorship to junior engineers and ensure adherence to security standards and compliance requirements.

Key Responsibilities:

• Design, configure, and maintain contact center solutions within Genesys Cloud CX.
• Manage call flows, Architect flows, routing, queues, and user provisioning.
• Implement IVR solutions, ACD strategies, and omnichannel capabilities (voice, chat, email, messaging).
• Act as the escalation point for complex production issues.
• Perform root cause analysis and implement permanent fixes.
• Monitor system performance, availability, and reliability.
• Develop and maintain integrations using REST APIs and web services.
• Work with tools like Salesforce, ServiceNow, or other CRMs.
• Automate workflows using scripting (Python, JavaScript).
• Integrate third-party systems (WFM, speech analytics, bots).
• Configure SIP trunks, telephony carriers, and BYOC deployments.
• Work with cloud platforms such as Amazon Web Services or Microsoft Azure.
• Ensure secure and scalable architecture.
• Implement CI/CD pipelines for contact center configurations.
• Use version control tools (e.g., Git).
• Automate deployment and configuration management.
• Ensure adherence to security standards and compliance requirements.
• Implement role-based access control and data protection policies.
• Create and maintain technical documentation and runbooks.
• Collaborate with architects, developers, QA, and business stakeholders.
• Provide mentorship to Tier I/II engineers.

Key Skills:

• Strong hands-on experience with Genesys Cloud CX.
• Expertise in IVR design, call routing, and Architect flows.
• Experience with APIs, webhooks, and integrations.
• Knowledge of SIP, VoIP, and telephony protocols.
• Familiarity with cloud environments (AWS/Azure).
• Scripting/programming (Python, JavaScript, or similar).
• 5+ years in contact center technologies.
• 3+ years specifically with Genesys Cloud or similar platforms.
• Preferred certifications: Genesys Cloud CX certifications, Cloud certifications (AWS/Azure).
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management.
• Ability to work in a fast-paced, 24/7 support environment.
• Leadership and mentoring capability.
• Experience with Workforce Management (WFM) tools (nice-to-have).
• Knowledge of AI bots and conversational platforms (nice-to-have).
• Exposure to speech analytics and reporting tools (nice-to-have).

Salary (Rate): £46.00 hourly

City: undetermined

Country: undetermined

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT