Solution Engineer/Developer (Genesys)

About the role

As a Solution Engineer / Developer – Genesys Cloud CX, you will be a core delivery team member responsible for building, configuring, and integrating contact center solutions on the Genesys Cloud platform. You will work closely with Technical Architects, Delivery Leads, and QA teams to implement scalable, enterprise-grade solutions that meet defined architecture, functional, and performance requirements.

Responsibilities

• Configure and implement Genesys Cloud CX solutions across voice and digital channels, including queues, routing, skills, Architect flows, and agent experiences, in alignment with approved solution designs.
• Build and enhance call flows, orchestration logic, and routing configurations to support complex enterprise contact center use cases.
• Implement integrations using Genesys Cloud APIs, webhooks, and platform connectors, supporting CRM systems, data platforms, and third-party applications.
• Configure, test and support Genesys Cloud telephony capabilities, including Cloud Voice and BYOC, under the guidance of the Technical Architect.
• Develop and deploy digital bots, messaging workflows, and agent assist capabilities in accordance with defined solution patterns.
• Support CI/CD processes, environment promotion, and release activities to ensure reliable and repeatable deployments across development, test, and production environments.
• Collaborate with QA teams to support testing activities, defect resolution, and production readiness.
• Assist with troubleshooting and resolving functional, integration, and performance issues during implementation and post-go-live stabilization.
• Contribute to technical documentation, configuration guides, and knowledge transfer materials to support handoff to client operations or managed support teams.
• Participate in continuous improvement initiatives, identifying opportunities to improve delivery efficiency, reusability, and platform best practices.

Qualifications

• 3+ years of hands-on experience implementing or configuring Genesys Cloud CX solutions in a delivery or engineering role.
• Practical experience building Genesys Cloud routing applications, Architect flows, queues, and omnichannel configurations.
• Experience working with Genesys Cloud APIs, integrations, and data exchange mechanisms.
• Familiarity with Genesys Cloud analytics and reporting capabilities, including standard reports and custom data extracts.
• Working knowledge of Unix/Linux environments with the ability to review logs and assist with troubleshooting activities.
• Exposure to CI/CD pipelines, version control, and structured deployment practices within cloud environments.
• Strong problem-solving skills and attention to detail, with the ability to execute against defined designs and delivery standards.
• Ability to collaborate effectively within cross-functional delivery teams and follow architectural guidance and implementation standards.
• Strong written and verbal communication skills, with comfort explaining technical concepts to team members and delivery stakeholders.
• Motivation to learn and adapt as Genesys Cloud capabilities evolve.

Preferred Qualifications

• Experience supporting enterprise contact center implementations across voice and digital channels.
• Familiarity with CRM platforms such as Salesforce, ServiceNow, or Microsoft Dynamics.
• Genesys Cloud CX Professional certification or progress toward certification.