Key skills
AWSAzureCloudKafkaMicroservicesPythonVoIPPowerShellAIAnalyticsOAuthSalesforceCRMCI/CDLeadershipStakeholder ManagementCommunication
About this role
Role Overview
- Architect scalable, secure, and resilient Genesys Cloud solutions tailored for enterprise contact centers
- Design omnichannel routing strategies (voice, chat, email, social) to optimize customer interactions
- Implement advanced IVR flows, queue management, and predictive routing for improved service levels
- Develop robust integrations between Genesys Cloud and CRM platforms
- Utilize APIs, webhooks, and middleware to enable real-time data exchange across enterprise systems
- Implement event-driven architectures and leverage streaming technologies (e.g., Kafka)
- Define and track KPIs for product development and launch
- Provide regular reporting and insights to leadership on progress against KPIs
- Enable automation of workflows using Genesys Cloud APIs and scripting languages (Python, PowerShell)
- Integrate advanced analytics and reporting tools for actionable insights into customer interactions and agent performance
- Support AI-driven features such as chatbots, voicebots, and predictive engagement
- Ensure adherence to security best practices and compliance standards (PCI DSS, GDPR, HIPAA)
- Manage vendor relationships and oversee third-party integrations
Requirements
- 7+ years of experience in contact center technologies
- At least 3 years in Genesys Cloud architecture
- Proven expertise in Salesforce integration and CRM connectivity
- Strong understanding of SIP, VoIP, telephony protocols, and omnichannel routing
- Proficiency in API development and integration (REST, JSON, OAuth)
- Knowledge of modern data integration patterns (event-driven, streaming, microservices)
- Bachelor’s degree in Computer Science, Information Technology, or related field
- 7–10+ years in engineering roles delivering Genesys Solutions
- Genesys Cloud certifications (e.g., Genesys Cloud Certified Professional)
- Experience with AWS or Azure cloud platforms
- Familiarity with DevOps practices and CI/CD pipelines
- Strong leadership, communication, and stakeholder management skills
- Ability to manage multiple projects and deliver under tight deadlines
Tech Stack
- AWS
- Azure
- Cloud
- Kafka
- Microservices
- Python
- VoIP
Benefits
- Comprehensive medical insurance, dental insurance, and vision insurance
- Life and disability insurance
- Fertility benefits
- Wellness resources
- Paid sick time
- Generous paid time off and holidays
- Employee Assistance Program (EAP)
- Complimentary Calm app subscription
- Immediate vesting in a 401(k) plan
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options
- Commuter benefits
- Employee discount programs
- Paid maternity leave and paid paternity leave (including for adoptive parents)
- Legal plan options
- Pet insurance coverage