Genesys Engineer

About the Role

We are seeking a Genesys Engineer to support the configuration, administration, enhancement, and ongoing maintenance of our Genesys Cloud platform. In this role, you will help build and optimize omnichannel contact center solutions, partner with business and technology teams on new initiatives, and support the day-to-day operation of our customer service environment. The ideal candidate has hands-on experience with Genesys Cloud, contact center technologies, and a strong understanding of customer service operations.

Although the preferred arrangement for this role is a hybrid schedule based in our Phoenix, Arizona office (Tuesday–Thursday onsite), we are willing to consider highly qualified candidates who are based remotely within the Pacific Time Zone.

What You'll Do

• Design, implement, configure, test, and support contact center solutions on the Genesys Cloud platform.
• Lead and execute projects that are critical to the growth and evolution of our contact center environment.
• Partner with Operations, Business, and Technology teams to gather requirements, communicate project status, and drive successful outcomes.
• Collaborate with fellow Genesys team members to support day-to-day platform operations and ongoing enhancements.
• Evaluate and recommend new Genesys Cloud capabilities and technologies to support business growth and improve customer experience.
• Work closely with Engineering, Infrastructure, and other technical teams to deliver scalable contact center solutions.
• Troubleshoot and resolve platform issues while minimizing disruption to contact center operations.
• Participate in on-call support and after-hours change management activities as needed.

What We Look For

• 5+ years of experience supporting and implementing Contact Center technologies.
• Hands-on experience with Genesys Cloud, including: Interaction Flow Design, Intelligent and Predictive Routing, Outbound Contact Management, System Configuration and Administration, Omnichannel contact center environments (voice, chat, messaging, email, etc.)
• Genesys Cloud certifications (such as Certified Genesys Engineer) are highly valued.
• Strong experience with solution configuration, implementation, testing, troubleshooting, and production support.
• Ability to manage multiple priorities in a fast-paced, high-growth environment.
• Strong communication skills with the ability to work effectively across technical teams, business stakeholders, and leadership.
• Excellent analytical, troubleshooting, and problem-solving skills with a customer-focused mindset.

Nice to Have

• Experience integrating Genesys Cloud with API driven CRM platforms (Salesforce, Microsoft Dynamics, etc.).
• Experience in fintech, banking, lending, or financial services environments.
• Experience supporting a globally distributed, hybrid in-house and outsourced staffed contact center organization as a direct employee.
• Experience with APIs, integrations, automation, or custom Genesys Cloud development.

What We Offer You

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance
• Flexible PTO
• Opportunities for professional growth and development
• Paid parental leave
• Health & wellness initiatives

Environmental & Working Conditions

Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.

Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.

The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need.

Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.

Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings.

Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.