Genesys Contact Center Cloud certified Tier III/ W2

Summary: The role involves leading the solution architecture and technical design for Genesys Cloud features, focusing on configuration, optimization, and integration using Genesys Cloud APIs. The position requires strong technical leadership and collaboration with application teams to enhance reporting and analytics capabilities. Candidates should possess extensive experience in contact center engineering and Genesys Cloud certifications. The role is remote and emphasizes both technical and soft skills for effective stakeholder management and mentorship.

Key Responsibilities:

• Lead solution architecture and technical design for Genesys Cloud features
• Configure and optimize Genesys Cloud components
• Design, build, and maintain integrations using Genesys Cloud APIs
• Implement SSO and identity integrations
• Support Workforce Engagement Management capabilities
• Develop and maintain operational runbooks
• Drive platform reliability and performance
• Collaborate with application teams on CRM and case management integrations
• Enable reporting and analytics
• Provide technical leadership, standards, and mentorship
• Coordinate with vendors/partners and Genesys Support

Key Skills:

• 5+ years of contact center engineering experience
• Genesys Cloud certifications
• Strong experience designing and implementing solutions using Genesys Cloud APIs
• Proven ability to create technical designs
• Experience with contact center telephony concepts
• Working knowledge of cloud and security fundamentals
• Experience supporting production systems
• Excellent communication skills
• Experience with Genesys Cloud digital channels
• Experience with Genesys Cloud WEM
• CRM integration experience
• Programming/scripting experience
• Experience with monitoring/observability tooling
• ITIL Foundation
• Genesys Cloud: Architect, Admin, Routing/ACD, Trunks/Telephony, Users/Roles, Analytics/Reporting
• APIs/Integration: REST, OAuth 2.0, webhooks/event streams, JSON, Postman
• Identity & Security: SSO (SAML/OIDC), RBAC, secrets management concepts
• Networking/Telephony: SIP, SBC, QoS, firewall basics
• Operations: monitoring/alerting, incident triage, RCA, documentation/runbooks
• Strong stakeholder management and consultative approach
• Ability to prioritize work across multiple initiatives
• Clear documentation habits
• Mentorship mindset

Salary (Rate): undetermined

City: undetermined

Country: undetermined

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT