Lead Genesys Cloud CX Engineer

Quick Facts

• Role: Lead Genesys Cloud CX Engineer

Description

Lead the architecture, build, configuration, and support of customer experience and contact center solutions on the Genesys Cloud CX platform. Create and refine IVR/IVA flows, optimize routing strategies, develop voice and digital bots, and connect Genesys Cloud CX with external systems. Safeguard platform performance, provide L2/L3 support for incidents, and maintain governance, documentation, and reporting.

Responsibilities

• Create and refine IVR/IVA flows using Genesys Architect

• Fine-tune call routing strategies, queues, skills, schedules, and user setups

• Build bots using Genesys Dialog Engine across voice and digital channels

• Develop automation workflows leveraging Genesys Cloud APIs, web services, and 3rd-party integrations

• Configure 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 through continuous improvement

• Integrate Genesys Cloud CX with CRM, ticketing, and authentication platforms

• Partner with development teams to enable middleware or backend integrations

• Monitor performance, call flows, interaction paths, and overall platform health

• Perform root-cause analysis for call failures, routing issues, and telephony problems

• Deliver L2/L3 technical support and coordinate escalations with Genesys Care

• Produce dashboards and custom reports via Genesys Analytics

• Administer user roles, permissions, and access control while upholding SSO, data privacy, and compliance standards

• Maintain documentation for configurations, flows, integrations, and release changes

Requirements

• 5+ years of experience in Genesys Cloud CX engineering or development with a software development background

• Architect flow design expertise across call flows, IVRs, and bots

• Routing strategy proficiency (ACD, skills, preferred agent, bullseye)

• Telephony skills (SIP, trunks, call control)

• Digital channels competency (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 understanding; AWS or Azure preferred

• Strong problem-solving and analytical skills with excellent communication for technical and business audiences

• Ability to thrive in fast-paced agile environments

• Genesys Cloud CX Certified Professional (GCX-P)

• Genesys Cloud Architect Certification

• ITIL Foundation

Benefits

• Friendly engineering community and flexible, remote-friendly schedule within Poland

• Opportunity to work abroad up to 60 days annually and relocation support

• Career growth roadmap, leadership development, advising, soft skills and well-being programs

• Certification support (GCP, Azure, AWS)

• Unlimited access to LinkedIn Learning and other learning platforms; English classes

• Stable income via Employment Contract or B2B

• Employee Stock Purchase Plan participation

• Benefits package: health insurance, multisport, shopping vouchers

• Strategically located offices with amenities; corporate and social well-being events

• Referral bonuses

Note: bonus set may vary by role; details discussed during the interview.