This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Genesys Cloud Implementation Engineer based in United States.
This senior engineering role focuses on designing, implementing, upgrading, and supporting Genesys Cloud solutions for enterprise customer care environments.
You will serve as a lead technical resource across implementation projects, post-implementation support, and complex customer challenges.
The position combines solution architecture, Genesys Cloud CX configuration, VoIP engineering, troubleshooting, and client-facing delivery.
You will collaborate closely with project managers, technical account managers, sales teams, and engineering groups to deliver high-quality solutions on time and within budget.
The role also provides opportunities to work with modern cloud contact center technologies, APIs, web services, and integration frameworks.
Success requires strong technical judgment, excellent customer service, and the ability to balance project milestones with ongoing support needs.
You will join a collaborative environment that values professional development, innovation, quality, and sustainable work-life balance.
Accountabilities
- Act as the lead engineer for Genesys Cloud implementation, migration, and upgrade projects.
- Design, configure, develop, implement, and support Genesys technologies and customer care solutions.
- Design and support IVR and ACD scripts for Genesys Cloud CX environments.
- Contribute to solution architecture and technical design decisions for customer implementations.
- Perform project and support activities across Genesys products and related technologies.
- Diagnose and resolve complex technical issues involving both business and technical requirements, including high-priority and business-critical situations.
- Balance project delivery and support responsibilities while meeting defined milestones, deadlines, and service expectations.
- Develop technical documentation, including technical papers, standard operating procedures, implementation guidance, and best practices.
- Collaborate with Technical Account Managers, Project Managers, Sales, Field Engineering, and Support Engineering to deliver projects on time and within budget.
- Provide post-implementation support and technical guidance to customers and internal teams.
- Contribute to continuous improvement of service delivery practices and Genesys implementation methodologies.
- Maintain a strong client-service focus while ensuring technical quality, reliability, and alignment with strategic objectives.
Requirements
- At least 5 years of professional experience with IP Telephony and VoIP technologies.
- Demonstrated knowledge of VoIP equipment, implementation, configuration, and technical support.
- At least 3 years of experience working with Genesys Cloud CX, formerly known as PureCloud.
- Associate’s degree in Information Technology or a related technical field required; Bachelor’s degree preferred.
- Genesys Cloud CX certification is a plus.
- Knowledge of media and voice gateways is preferred.
- Strong understanding of SIP protocol implementation and support is preferred.
- Excellent troubleshooting, analytical, and problem-solving skills, with the ability to assess complex technical and business issues.
- Strong customer service orientation and ability to work effectively as part of a technical team.
- Understanding of best practices for professional services and service-oriented organizations.
- Ability to manage competing priorities and maintain delivery commitments in a fast-paced environment.
- Experience with Java or JavaScript, HTML, REST web services, Genesys Cloud CX APIs, Microsoft SQL Server, third-party APIs, or web services is a plus.
- At least 1 year of network administration and support experience is preferred.
- Experience with .NET or C# is a plus.
- Experience with Microsoft SQL stored procedures is a plus.
- Strong written and verbal communication skills and the ability to produce clear technical documentation.
Benefits
- Fully remote work-from-home opportunity.
- Paid holidays, vacation, and sick time.
- Bring Your Own PC policy.
- Cell phone reimbursement.
- Casual work environment.
- Employer-funded training and professional certification opportunities.
- Health, dental, and vision insurance.
- 401(k) plan with company matching.
- Opportunities to work on dynamic projects using modern contact center and cloud technologies.
- Professional development opportunities through partnerships with leading technology providers.
- Collaborative work environment that values quality, innovation, and work-life balance.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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