Lead Genesys Cloud CX Engineer

Quick Facts

Lead Genesys Cloud CX Engineer responsible for architecting and supporting customer experience and contact center solutions on the Genesys Cloud CX platform.

Description

Architect, build, configure, and support customer experience and contact center solutions on Genesys Cloud CX. Design IVR/IVA flows, bots, routing strategies, telephony and digital channel integrations, and ensure platform performance in line with business goals.

Responsibilities

• Create and refine IVR/IVA flows in Genesys Architect
• Configure call routing strategies, queues, skills, schedules, and user setups
• Build voice and digital bots using Genesys Dialog Engine (NLU/NLP)
• Develop automation workflows using Genesys Cloud APIs, web services, and third-party integrations
• Set up telephony components (SIP trunks, DID routing, Edge settings, station configurations)
• Activate and maintain digital channels (chat, email, messaging, social media)
• Roll out new features, improvements, and platform updates
• Integrate Genesys Cloud CX with external systems (CRM, ticketing, authentication)
• Coordinate with development teams on middleware/backend integrations
• Monitor performance, call flows, interaction paths, and overall platform health
• Run root-cause analysis for call failures, routing issues, and telephony problems
• Provide L2/L3 technical support for incidents and coordinate escalations with Genesys Care
• Produce dashboards and custom reports via Genesys Analytics
• Administer user roles, permissions, and access control with SSO, data privacy, and compliance requirements
• Maintain documentation for configurations, flows, integrations, and release changes

Requirements

• 5+ years of experience in Genesys Cloud CX engineering/development plus software development
• Expert in Genesys Architect flow design (call flows, IVRs, bots)
• Proficient with routing strategies: ACD, skills, preferred agent, bullseye
• Competent in telephony: SIP, trunks, call control
• Experience with digital channels: chat, email, messaging
• Knowledge of REST APIs, JSON, and web services
• Background in OAuth and SSO/IdP integrations (Azure AD, Okta, Ping)
• Cloud networking fundamentals with AWS or Azure (preferred)
• Strong problem-solving and analytical skills with clear communication to technical and business audiences
• Ability to work in fast-paced agile environments
• Genesys Cloud CX Certified Professional (GCX-P)
• Genesys Cloud Architect Certification
• ITIL Foundation

Benefits

• Hybrid work model with opportunity to work remotely within Poland
• Chance to work abroad for up to 60 days annually and possible business-driven relocation
• Career development programs, mentoring, soft-skill and well-being programs
• Certification support and learning (including English classes)
• Stable pay and Employee Stock Purchase Plan (15% discount)
• Benefits package: health insurance, multisport, shopping vouchers
• Referral bonuses up to $2,000
• Employee events and office amenities (entertainment/relaxation zones, free snacks and coffee)
• Contractor option available with B2B terms agreed individually