Genesys Cloud Engineer
Core
Technical owner for Genesys Cloud CX environment, focusing on outbound dialer strategy, administration, performance, and optimization to improve contact center productivity.
Role type
Senior Genesys Cloud Engineer (Contact Center)
Builds
Outbound campaigns, contact lists, dialing modes, schedules, routing flows, and integrations with Salesforce.
Domain
Contact Center / Telecommunications / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Genesys Cloud CX administration, outbound campaign design, Genesys Architect flows, ACD routing, SIP/VoIP troubleshooting, Salesforce integration, compliance management, telephony configuration, API/webhook support, workforce management, AI capabilities support.
Preferred skills
Genesys Cloud CX certifications, high-volume outbound operations, enterprise CRM integration, REST APIs, Microsoft Azure, SQL, identity access management, speech/text analytics.
Technologies
Genesys Cloud CX, Genesys Architect, Salesforce, SIP, VoIP, Microsoft Azure, SQL, OAuth, JSON, REST APIs.
Responsibilities
Configure and optimize outbound dialing capabilities; design and maintain campaigns and contact lists; monitor dialer performance and recommend improvements; partner with stakeholders on calling plans and workflows; troubleshoot campaign execution and carrier connectivity; maintain compliance-related dialer settings; administer users, roles, permissions, and integrations; build and support routing flows and queue behavior; support dashboards, reporting, and secure integrations; evaluate and support AI-enabled capabilities; create documentation and runbooks.
Seniority
Senior, hands-on IC