Genesys Engineer

Role overview A contact center engineering role focused on configuring, administering, and continuously improving a Genesys Cloud platform that powers omnichannel customer service operations. The position partners closely with operations, business, and technology stakeholders to deliver scalable voice, chat, messaging, and email experiences, while keeping day-to-day platform performance stable.

Responsibilities - Design, implement, configure, test, and support contact center solutions on the Genesys Cloud platform. - Lead and execute projects that expand and modernize the contact center environment. - Gather requirements from operations and business teams, communicate project status, and drive outcomes. - Collaborate with platform peers to handle daily operations, enhancements, and incident resolution. - Evaluate and recommend new Genesys Cloud capabilities and adjacent technologies to improve customer experience. - Partner with engineering and infrastructure teams to deliver integrations and scalable solutions, including on-call and after-hours change management.

Requirements - At least five years of experience supporting and implementing contact center technologies. - Hands-on Genesys Cloud experience across interaction flow design, intelligent and predictive routing, outbound contact management, system configuration and administration, and omnichannel environments. - Strong skills in solution configuration, implementation, testing, troubleshooting, and production support. - Ability to manage multiple priorities in a fast-paced, high-growth setting. - Clear communication skills for working with technical teams, business stakeholders, and leadership. - Analytical, customer-focused problem-solving abilities.

Nice to have - Genesys Cloud certifications such as Certified Genesys Engineer. - Experience integrating Genesys Cloud with API-driven CRM platforms such as Salesforce or Microsoft Dynamics. - Background in fintech, banking, lending, or other financial services environments. - Experience supporting globally distributed, hybrid in-house and outsourced contact center operations. - Work with APIs, integrations, automation, or custom Genesys Cloud development.

Benefits and work setup - Competitive salary plus a stock option plan. - 100% employer-paid medical, dental, and vision coverage. - Flexible paid time off, paid parental leave, and health and wellness initiatives. - Opportunities for professional growth and development. - Preferred hybrid schedule based in Phoenix, Arizona, with Tuesday through Thursday onsite; highly qualified remote candidates within the Pacific Time Zone will also be considered.