Genesys Cloud Sr Engineer | CRM Engineering
Core
Build, evolve, and operate digital customer relationship strategies using Genesys Cloud CX to deliver personalized omnichannel experiences.
Role type
Senior Genesys Cloud CX Engineer
Builds
Voice and digital channel flows, integrations, and customer journeys
Domain
Customer Experience (CX) / Contact Center Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Genesys Cloud CX, Architect (voice and digital channels), REST APIs, Webhooks, Open Messaging, troubleshooting, production support, CI/CD, Git, Archy
Preferred skills
Genesys Cloud CX Developer Certification, Genesys Cloud CX Architect Certification, Genesys Cloud CX Professional Certification, AI platform certifications
Technologies
Genesys Cloud CX, Architect, Archy, REST APIs, Webhooks, Open Messaging
Responsibilities
Build and maintain flows in Architect for voice and digital channels; Implement integrations with internal and external systems via REST APIs, Webhooks, and Open Messaging; Support functional, integrated, and technical testing before deployment; Participate in the development cycle including refinement, build, testing, publication, and post-implementation support; Perform operational administration of dev, hml, and prod environments; Execute versioning, export/import, and deployment with Archy; Troubleshoot incidents and operational issues of medium to high complexity; Monitor the health of integrations, flows, and journeys; Propose improvements to flows, integrations, and platform operations; Support standardization of reusable components and development best practices; Collaborate with product, business, CX, and operations teams; Monitor errors, integration failures, and unexpected behaviors in production; Support root cause analysis and permanent fixes; Contribute to runbooks, technical documentation, and operational playbooks.