Genesys Cloud SME

2 Genesys Cloud SME Roles: 1 Genesys CC Cloud Engineer Tier III role - Remote 40 hours per week 1 Genesys Agentic AI SME - Remote 40 hours per week Remote 1 year initial duration Pay rate: $60-65/hr w2 + benefits Required Skills: Core Platform & Certifications • Genesys Cloud CX Professional Certification • Genesys Cloud AI – Digital Bots & Knowledge Certification • Genesys Cloud Developer or Architect Certification • Hands-on experience with: • Genesys Cloud AI Studio (AI Guides, Agentic Virtual Agents, Copilots) • Digital Bots: Development, deployment, testing & optimization • Knowledge Workbench, Optimizer, Portal • Intent Miner / Intent Management • Architect flow integration with bots & AI • Genesys Cloud APIs & platform integrations Agentic AI & Generative AI Skills • Agentic AI architectures: Autonomous agents, multi-agent systems, tool-use agents • Prompt engineering & system prompt tuning • RAG pipelines & vector databases • LLM integration: OpenAI GPT, Anthropic Claude, Google Gemini, Hugging Face • AI orchestration, reasoning, anomaly detection & human-in-the-loop escalation • Familiarity with MCP framework (Genesys agentic roles) • Generative AI applications for CX automation Programming & Full-Stack Development • Python (AI/ML scripting & backend) • JavaScript / TypeScript (front-end & full-stack) • Go (backend services for Genesys Innovation roles) • Node.js + React.js • RESTful API design & microservices architecture Cloud, DevOps & Infrastructure • AWS services: Bedrock, Lambda, ECS, S3, IAM, CloudFormation • Kubernetes & Docker (containerization & orchestration) • CI/CD pipelines, automated testing, Terraform • Cloud-native scalable AI application deployment CX / Contact-Center Domain Expertise • Conversational AI / Natural Language Understanding (NLU) • Omnichannel customer journey orchestration • Voice AI & multimodal interfaces • Bot insights, analytics & performance optimization Additional Keywords • Responsible AI / AI governance & compliance • Full-stack AI application development on Genesys Cloud • Integration of AI agents with Genesys Copilot & routing • Production troubleshooting & optimization of agentic systems Ideal Candidate Summary: A professional with Genesys Cloud certifications, strong Agentic AI & Generative AI expertise, full-stack development skills, and experience deploying cloud-native AI solutions for CX automation. About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit www.ptrglobal.com At PTR Global, we understand the importance of your privacy and security. We NEVER ASK job applicants to: • Pay any fee to be considered for, submitted to, or selected for any opportunity. • Purchase any product, service, or gift cards from us or for us as part of an application, interview, or selection process. • Provide sensitive financial information such as credit card numbers or banking information. Successfully placed or hired candidates would only be asked for banking details after accepting an offer from us during our official onboarding processes as part of payroll setup. Pay Range: $55- $65/hr w2 The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work. If you receive a suspicious message, email, or phone call claiming to be from PTR Global do not respond or click on any links. Instead, contact us directly at +1 214-740-2424. To report any concerns, please email us at legal@pinnacle1.com