Solution Engineer/Developer (Genesys)

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.