Senior Genesys Cloud Engineer
Core
Designing, configuring, and deploying IVR flows and integrating the WhatsApp Business channel within Genesys Cloud for high-volume contact center environments.
Role type
Senior Genesys Cloud Engineer (Contact Center)
Builds
IVR flows, WhatsApp Business channel integrations, Outbound and Skill-Based Dialling campaigns
Domain
Telecommunications / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Genesys Cloud Architect, WhatsApp Business API integration, Skill-Based Dialling (SBD), Outbound campaign management, Genesys Cloud REST APIs, Digital routing/ACD configuration
Preferred skills
Speech and Text Analytics, STIR/SHAKEN regulations, Genesys OnPrem to Cloud migration, Conversational AI/AIOps
Technologies
Genesys Cloud, Genesys Cloud Architect, WhatsApp Business API, EventBridge, Embeddable Framework, ElevenLabs
Responsibilities
Designing and deploying IVR flows with routing logic and authentication; Leading WhatsApp Business channel development and integration; Configuring and optimizing Outbound and Skill Based Dialling campaigns; Acting as technical reference for Marketing rollout initiatives; Contributing to Genesys Cloud integration architecture with internal applications; Providing functional and technical support for incidents and requests; Documenting solution designs and configurations in English and Spanish
Seniority
Senior, hands-on IC
