Contact Center Application Engineer

Core Responsibilities

• Design, build, and maintain Genesys Cloud CX Architect call flows, IVRs, in-queue flows, callback flows, and digital messaging flows that align with business and customer experience goals.
• Develop and maintain API integrations between Genesys Cloud CX and internal/external systems (CRM, scheduling, ticketing, data warehouse, AI services) using Genesys Cloud APIs, Data Actions, AWS Lambda, and webhooks.
• Create and maintain contact center reporting and dashboards using Genesys Cloud Performance views, Analytics APIs, and BI tools (e.g., Power BI) to surface KPIs for operations and leadership.
• Lead the design and implementation of an internal Company’s contact center AI agent (LLM-based) leveraging Azure OpenAI / Azure AI Foundry, retrieval-augmented generation (RAG), and integration with Genesys Cloud CX.
• Develop automation for routine contact center operations — agent provisioning, queue/skill management, prompt management, configuration deployment, and quality monitoring — using scripting and CI/CD practices.
• Partner with the Phone Team and Service Desk to troubleshoot complex voice, routing, and integration issues across SIP, WebRTC, SBC, and carrier paths.
• Support change management, release planning, and documentation for all contact center applications, integrations, and AI components.
• Collaborate with Security, Compliance, and Infrastructure teams to ensure all integrations meet PCI, PII, and data-handling requirements (including conditional access, secrets management, and logging).

Job Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 5 years of experience in contact center application engineering, telephony/CCaaS engineering, or a related field.
• Strong hands-on experience with Genesys Cloud CX, including Architect flows (inbound, outbound, in-queue, callback, digital), Data Actions, OAuth clients, and Admin configuration.
• Proven experience designing and implementing API integrations (REST/JSON, OAuth 2.0) between Genesys Cloud CX and systems such as Dynamics 365, ServiceNow, or custom applications.
• Experience building bots / virtual agents (Genesys Bot Flows, Dialogflow CX, Amazon Lex, or equivalent) and tuning intents, entities, and conversation design.
• Experience building reports and dashboards using Genesys Analytics APIs, Performance/Interaction views, and BI tools (Power BI, Tableau, or similar).
• AI/ML experience required, including hands-on work with large language models (LLMs), prompt engineering, RAG, and frameworks such as Azure OpenAI / Azure AI Foundry, OpenAI, LangChain, or Semantic Kernel.
• Solid scripting/development skills — PowerShell, Python, JavaScript/Node.js — for automation and integration work.
• Familiarity with cloud platforms, especially Microsoft Azure (Functions, Logic Apps, Key Vault, API Management) and/or AWS (Lambda, S3, API Gateway).
• Working knowledge of SIP, WebRTC, SBCs, codecs, and PSTN/carrier concepts sufficient to troubleshoot voice quality and routing issues.
• Strong understanding of contact center KPIs (AHT, ASA, FCR, CSAT, abandonment, occupancy) and how to design flows and reports that influence them.
• Familiarity with ITIL frameworks and structured change management processes.
• Strong communication and interpersonal skills to work effectively with cross-functional teams and present technical concepts to non-technical stakeholders.
• Able to work independently and as part of a team, manage multiple projects, and prioritize effectively.
• Attend meetings or working sessions onsite at any of our Company locations, including corporate buildings.