Senior Engineer - Genesys Cloud

Company Overview NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai. Responsibilities The Senior Engineer – Genesys Cloud is responsible for the design, configuration, implementation, and support of Genesys Cloud contact center solutions. This role provides advanced technical expertise across telephony, routing, integrations, and platform administration. The Senior Engineer works closely with architects, project managers, and customer stakeholders to ensure high‑quality delivery, system stability, and alignment with business requirements. The Senior Engineer plays a key role in ensuring the successful deployment and ongoing performance of Genesys Cloud solutions. This position directly contributes to customer satisfaction, operational efficiency, and the overall success of cloud transformation initiatives. Configure and implement Genesys Cloud features including voice, digital channels, IVR/Architect flows, queues, routing strategies, and workforce engagement components. Perform detailed technical analysis, requirements gathering, and solution validation for customer environments. Develop and maintain system configurations, call flows, integrations, and supporting documentation. Troubleshoot and resolve complex issues related to telephony, SIP, routing logic, APIs, and platform performance. Support migration activities from legacy contact center platforms to Genesys Cloud, including testing, cutover, and post‑deployment stabilization. Collaborate with cross‑functional teams to ensure solutions meet functional, technical, and security requirements. Monitor system performance, identify optimization opportunities, and implement improvements. Provide technical guidance to junior engineers and contribute to internal knowledge‑sharing initiatives. Stay current with Genesys Cloud updates, new features, and industry best practices. Participate in on‑call rotations or after‑hours support as required. Qualifications Bachelor’s Degree in Arts/Sciences (BA/BS) Preferred 6 plus years of experience in contact center engineering, cloud technologies, or telephony systems. Hands‑on experience with Genesys Cloud, including Architect, telephony configuration, routing, and system administration. Strong understanding of SIP, VoIP, carrier services, and network fundamentals. Experience with REST APIs, integrations, and troubleshooting tools. Ability to analyze complex technical issues and provide effective solutions. Strong communication and documentation skills. Problem Solving and Analytical Thinking Adaptability Genesys Cloud certifications (GCA, GCP, GCV) preferred Experience with scripting or automation (e.g., PowerShell, Python) preferred Familiarity with AWS, Azure, or other cloud platforms preferred Experience with workforce engagement management, digital channels, or AI/IVA solutions preferred Background in professional services or enterprise support environments preferred Work Locations: At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees! All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees. NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.