Genesys Cloud Engineer (Remote)

Job summary

The Genesys Cloud Engineer role focuses on providing L2 support and troubleshooting for Genesys Cloud CX in production environments. Key responsibilities include administering and configuring Genesys Cloud, designing and modifying IVR and call flows, and collaborating with technical teams to resolve complex issues related to ACD, SIP, RTP, and VoIP.

Qualifications

• 3+ years of hands-on experience in Genesys Cloud CX or a closely related Genesys/contact center technology environment
• Proven experience working as an L2 support or engineering resource in a production environment
• Strong hands-on experience with Genesys Cloud administration and configuration
• Practical experience configuring and managing users, permissions, queues, skills, routing, IVR and call flows
• Strong understanding of contact center technologies and concepts, including ACD, SIP, RTP and VoIP
• Good understanding of DNS, TCP/IP and networking fundamentals relevant to troubleshooting contact center environments
• Ability to independently investigate technical incidents using logs, traces, configuration and platform data
• Strong troubleshooting and analytical skills with a structured approach to identifying root causes
• Strong sense of ownership and accountability for incidents, technical tasks and customer issues
• Excellent communication and documentation skills
• Good command of English and confidence working with international customers and distributed technical teams
• Ability to work independently while knowing when and how to escalate complex issues appropriately
• Genuine interest in developing further into Genesys engineering, integrations, automation and customer solution delivery
• A passion for continuous learning and collaboration in a global setting
• A team player mentality

Responsibilities

• Provide L2 support and troubleshooting for Genesys Cloud CX in production environments
• Take ownership of incidents from initial investigation through to resolution, escalation and follow-up
• Administer and configure Genesys Cloud, including users, permissions, queues, skills, routing and standard platform settings
• Configure and troubleshoot inbound and outbound contact center functionality
• Design, modify and troubleshoot IVR and call flows using Genesys Architect
• Investigate complex issues using logs, traces, configuration, platform data and other technical evidence
• Troubleshoot issues related to ACD, SIP, RTP, VoIP, DNS and TCP/IP in collaboration with relevant technical teams
• Analyze recurring incidents and identify opportunities to improve platform stability, configuration and support processes
• Maintain clear and accurate technical documentation, incident records and knowledge-base materials
• Collaborate with customers, operational teams, engineers and other technical stakeholders in an international, distributed environment
• Contribute to Genesys Cloud improvement and customer projects, gradually taking ownership of more complex technical solutions
• Support and contribute to integrations, APIs, automation and system-to-system workflows where relevant
• Share knowledge and contribute to the continuous development of Genesys Cloud capabilities within the team
• Stay current with new Genesys Cloud features and emerging contact center technologies and AI-enabled capabilities

Skills

Certifications

Relocation