AI Summary
Design and implement advanced cloud contact center solutions, lead deployment and configuration, and provide senior-level support. Requires 3+ years of hands-on Genesys Cloud experience and strong technical troubleshooting skills.
Key Highlights
Design and implement advanced cloud contact center solutions
Lead deployment and configuration of cloud contact center systems
Provide senior-level support and troubleshooting
Technical Skills Required
Job Description
Job Summary For Senior Genesys Cloud Engineer (CCaaS Operations)
- Position: Senior Genesys Cloud Engineer (CCaaS Operations)
- Location: 100% Remote
- Type: Contract to Hire
- Design, configure, and implement advanced cloud contact center solutions (Genesys Cloud), including routing, IVR, workforce management, analytics, and reporting.
- Lead deployment, configuration, and integration of cloud contact center systems with existing IT infrastructure.
- Provide senior-level support, troubleshooting, and proactive problem-solving for complex technical issues.
- Analyze and recommend solutions for voice and data networks as needed.
- Mentor and train junior engineers and team members on Genesys Cloud functionality and best practices.
- Research and evaluate emerging customer experience and conversational AI technologies; contribute to innovation and process improvements.
- Develop and maintain support documentation, create playbooks, and implement automation for support requests.
- Communicate effectively with internal teams, IT, clients, and vendors.
- Be available for unscheduled/emergency support as required.
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- Genesys Cloud Experience:
- Minimum 3 years (5+ years preferred) hands-on engineering (not just support) with Genesys Cloud.
- Must have implemented at least 3 channels (Email, Voice, Outbound) in Genesys Cloud (inbound voice alone is not sufficient).
- Technical Expertise:
- Deep understanding of cloud contact center technologies (Genesys, Amazon Connect, NiceCX, etc.).
- Experience with tools such as Genesys Architect, Amazon Connect Flow Builder, Lambda, DynamoDB, Lex, API Gateway.
- Knowledge of HTTP requests, REST web services, and JSON.
- Understanding of Generative AI concepts and guard rails.
- Project Leadership:
- Experience driving or leading projects preferred.
- Ability to quickly learn and adhere to Maximus standards with minimal oversight.
- Communication:
- Strong written and verbal communication; able to represent the team independently in meetings.
- Other:
- Degree in a computer-related field or equivalent technical experience.
- Certifications (Genesys, Amazon, Nice) are desirable.
- Must meet eligibility for government security clearance.
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- Excellent organizational and interpersonal skills.
- Ability to work independently and collaboratively in a fast-paced, deadline-driven environment.
- Strong sense of ownership, accountability, and follow-through on work.
This role requires hands-on engineering experience with Genesys Cloud (not just on-prem or support roles). Candidates with multi-channel cloud contact center implementation, strong technical troubleshooting, and effective communication skills are highly desired.
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