Job Description
Job Description
About the Company Genesys Cloud Engineer Role Overview The Senior Genesys Cloud Engineer (Managed Services) provides high-tier technical support, proactive maintenance, and continuous optimization for multi-tenant or multi-client Genesys Cloud CX environments. Operating as a senior individual contributor, this role focuses on maintaining strict SLAs, resolving complex incidents, executing service requests, and driving platform stability. Key Responsibilities Own the Ticket Lifecycle: Take charge of Tier 3/4 incidents and complex service requests from receipt to resolution, hitting client SLAs consistently. Keep the Lights On: Handle daily admin tasks, routing updates, and IVR modifications across diverse client environments. Fix the Root Cause: Go beyond quick fixes. When major incidents happen, you'll perform Root Cause Analysis (RCA) and implement permanent solutions. Monitor Platform Health: Keep a close eye on system performance, API limits, and edge connectivity to catch and resolve issues before the client notices. Guide Our Clients: Act as a trusted advisor, walking clients through platform updates, feature deprecations, and optimization opportunities. On-Call Rotation: Participate in a shared engineering on-call schedule to support critical after-hours issues. Required Technical Skills & Genesys Cloud Topics Architect & Routing: Advanced design, modification, and troubleshooting of Genesys Cloud Architect flows, Inbound/Outbound routing, Predictive Routing, and automated Callback strategies. Telephony & Edge: Deep expertise in Genesys Cloud Voice, BYOC (Bring Your Own Carrier) cloud/premises deployments, Edge appliance pairing, and SIP/WebRTC trunking. Digital Channels: Support and configuration of Omnichannel Digital channels including Web Messaging, SMS (Alphanumeric SenderIDs), Email (Header parsing), and Social Media integrations. AI & Automation: Troubleshooting and optimization of Genesys AI tools, including Bot Flows (Bot Transcription Connectors), Agent Copilot configurations, and Speech and Text Analytics (Conversation Intelligence & Topic phrases). WEM & WFM: Configuration and issue resolution within Workforce Engagement Management (WEM), including Workforce Management (WFM) scheduling, Quality Management (Evaluations), and Gamification modules. APIs & Data Actions: Experience diagnosing Genesys Cloud Public REST APIs, Data Actions (OAuth Client Credentials for CRM), Webhooks, and Event Bridge event streaming. Integrations: Troubleshooting pre-built CX Cloud integrations for Salesforce, ServiceNow, or Zendesk, ensuring proper screen pops and data-dip functionality. Identity & Access: Managing platform security, SAML Single Sign-On (SSO) multi-provider configurations, and Multi-Factor Authentication (MFA) device overrides. Reporting & Analytics: Configuring and extracting data from Genesys Performance Views, Real-time Dashboards, Dynamic Wrap-up codes, and CX Analytics APIs. Experience and Qualifications Minimum of a bachelor’s degree or Higher Experience: Minimum 5+ years in contact center engineering, with 2+ years specifically in a Managed Service Provider (MSP) or multi-client support environment. Role Type: Proven track record as a high-performing Individual Contributor (IC) capable of working independently without direct supervision. Process: Strong working knowledge of ITIL frameworks (Incident, Problem, and Change Management). Certifications: Minimum - Genesys Cloud CX Certified Professional (GCP) Soft Skills Calm under pressure during high-severity client outages. Strong client-facing communication and relationship management skills. Excellent technical documentation habits.