Genesys Cloud Engineer

Genesys Cloud Engineer / Architect x 2 • 12-month contract with a chance to be permanent • Fully remote (USA only) • US Citizens or Green Card Holders Only Role Overview We are seeking an experienced Genesys Cloud Engineer / Architect to design, architect, and deliver advanced contact center solutions. This role requires deep technical expertise in Genesys Cloud CX, proven solution design capabilities, and strong client-facing skills to engage directly with stakeholders, gather requirements, and present solutions. The ideal candidate is both a technical leader and a trusted advisor who can bridge business requirements with robust cloud-based contact center solutions. Key Responsibilities Solution Architecture & Design • Lead the design and architecture of enterprise-level Genesys Cloud CX solutions. • Translate business requirements into scalable, secure, and high-performing architectures. • Provide best practice guidance on integrations, IVR, call routing, workforce engagement, and AI-powered features. Engineering & Implementation • Configure, deploy, and optimize Genesys Cloud CX environments. • Develop call flows, routing strategies, and integrations with CRMs, ERP, or custom applications. • Implement APIs, web services, and data connectors for seamless system interoperability. Client Engagement • Act as the primary technical point of contact in client-facing discussions. • Conduct solution workshops, requirement gathering sessions, and technical presentations. • Build trusted relationships with business stakeholders and executives. Leadership & Governance • Mentor junior engineers and contribute to best practice frameworks. • Ensure solutions align with enterprise architecture standards and compliance requirements. • Provide thought leadership on emerging technologies and Genesys Cloud roadmap adoption. Operational Support • Oversee migration projects from legacy platforms to Genesys Cloud. • Support production deployments, testing, and troubleshooting escalations. • Collaborate with cross-functional teams including networking, security, and infrastructure. Required Skills & Experience • 10+ years overall IT/Telecom/Contact Center technology experience. • 5+ years hands-on experience with Genesys Cloud CX (PureCloud). • Strong understanding of SIP, VoIP, call routing, IVR, ACD, WFM, and recording solutions. • Expertise in solution design and architecture, including integrations with enterprise platforms (Salesforce, ServiceNow, MS Dynamics, etc.). • Proficiency in REST APIs, JSON, web services, and cloud-based integrations. • Strong troubleshooting and problem-solving skills. • Excellent communication and presentation abilities for client-facing interactions. • Familiarity with Agile / DevOps methodologies. Preferred Qualifications • Genesys Certified Professional / Architect certifications. • Experience with AWS, Azure, or GCP cloud platforms. • Knowledge of contact center AI, chatbots, and natural language processing. • Background in leading migration projects from legacy contact center solutions (Avaya, Cisco, etc.). Soft Skills • Strong stakeholder management and relationship-building. • Ability to simplify complex technical solutions for business audiences. • Leadership and mentoring abilities. • Self-starter with a consultative approach.