Genesys Cloud Engineer (Remote)
Core
Provide L2 support, troubleshooting, and administration for Genesys Cloud CX in production environments.
Role type
Senior Genesys Cloud Engineer (L2 Support)
Builds
Contact center solutions using Genesys Cloud, IVR, call flows, and integrations.
Domain
Contact Center / Telecommunications
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Genesys Cloud administration, IVR and call flow design, ACD/SIP/RTP/VoIP troubleshooting, DNS/TCP/IP networking, incident investigation, technical documentation, English communication
Preferred skills
Salesforce/Microsoft Dynamics integrations, Genesys Cloud APIs (REST/OAuth), workflow automation, scripting (PowerShell/Python/JavaScript), Azure Logic Apps/Power Automate, Genesys reporting/analytics, AI-enabled contact center technologies, Genesys Engage experience
Technologies
Genesys Cloud, Genesys Architect, Genesys Engage, Salesforce, Microsoft Dynamics, Azure Logic Apps, Power Automate, PowerShell, Python, JavaScript
Responsibilities
Provide L2 support and troubleshooting for Genesys Cloud CX; Administer and configure users, permissions, queues, skills, and routing; Design and troubleshoot IVR and call flows; Investigate complex issues using logs and traces; Collaborate with customers and technical stakeholders; Maintain technical documentation and knowledge base; Contribute to integrations, APIs, and automation workflows.
Seniority
Senior, hands-on IC
