Senior Genesys Cloud Engineer
Concentrix1 day ago
Remote, Colombia or Remote, El SalvadorSenior
Responsibilities
- Design and implement Genesys Cloud customer experience solutions.
- Lead technical workshops and architecture discussions with customers and stakeholders.
- Translate business requirements into scalable technical designs and deployment or migration strategies.
- Configure and administer Genesys Cloud environments, including routing, queues, permissions, roles, and users.
- Implement Architect Flows, Data Actions, Web Services integrations, and API-based enterprise integrations.
- Develop custom solutions and automation components for enterprise and third-party platforms.
- Implement Genesys AI, Genesys Copilot, virtual agents, conversational AI, and self-service experiences.
- Support managed services, production operations, incident troubleshooting, platform monitoring, and optimization initiatives.
Requirements
- At least 3 years of hands-on experience with Genesys Cloud.
- Experience implementing enterprise contact center solutions and supporting production environments.
- Experience working directly with customers and stakeholders; Managed Services or Professional Services experience is preferred.
- Strong experience with Genesys Cloud CX, Architect, Data Actions, Web Services Data Actions, Genesys Cloud APIs, API integrations, inbound routing, outbound campaigns, queue configuration, user administration, roles and permissions, knowledge management, and contact center operations.
- Experience with Genesys Copilot, Genesys AI, Agent Assist, virtual agents, knowledge automation, conversational AI, self-service solutions, and digital customer journeys.
- At least one active Genesys certification is mandatory, such as Genesys Cloud Certified Professional, Developer, Administrator, or CX Consultant.
- Working knowledge of Microsoft Azure, cloud architecture, secure solution design, high availability environments, Terraform, GitHub, GitLab, REST APIs, JSON, OAuth 2.0, middleware platforms, and API lifecycle management.
- Knowledge of SIP Protocol, SIP Trunks, SIP Headers, voice routing, telephony infrastructure, call flows, and contact center voice architecture.
- Bachelor's degree in Computer Science, Software Engineering, Systems Engineering, Telecommunications Engineering, Information Technology, or a related technical discipline.
- Strong communication, presentation, facilitation, customer consulting, stakeholder management, discovery workshop, requirements gathering, analytical, troubleshooting, and root cause analysis skills.
Benefits
- Full-time position.
- Work-at-home location in Colombia (COL).
About Concentrix
We’re Concentrix, a Fortune 500® technology and services leader, helping the world's best brands cut through AI hype and create intelligent operations that perform in the real world. We design, build, and run integrated human and AI solutions, harnessing the insight from billions of real-world interactions to help 2000+ of the world’s most complex organizations solve their toughest business challenges. Backed by 20+ years of operational experience and battle tested AI, we’re the Intelligent Transformation Partner that helps clients across every major vertical move from AI ambition to measurable, scalable performance.