Solution Engineer/Developer (Genesys)

TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, focused on delivering transformative customer experiences through technology. The Solution Engineer/Developer will be responsible for building, configuring, and integrating contact center solutions on the Genesys Cloud platform, collaborating with various teams to ensure successful client outcomes.

Responsibilities:

• Configure and implement Genesys Cloud CX solutions across voice and digital channels, including queues, routing, skills, Architect flows, and agent experiences, in alignment with approved solution designs
• Build and enhance call flows, orchestration logic, and routing configurations to support complex enterprise contact center use cases
• Implement integrations using Genesys Cloud APIs, webhooks, and platform connectors, supporting CRM systems, data platforms, and third-party applications
• Configure, test and support Genesys Cloud telephony capabilities, including Cloud Voice and BYOC, under the guidance of the Technical Architect
• Develop and deploy digital bots, messaging workflows, and agent assist capabilities in accordance with defined solution patterns
• Support CI/CD processes, environment promotion, and release activities to ensure reliable and repeatable deployments across development, test, and production environments
• Collaborate with QA teams to support testing activities, defect resolution, and production readiness
• Assist with troubleshooting and resolving functional, integration, and performance issues during implementation and post-go-live stabilization
• Contribute to technical documentation, configuration guides, and knowledge transfer materials to support handoff to client operations or managed support teams
• Participate in continuous improvement initiatives, identifying opportunities to improve delivery efficiency, reusability, and platform best practices

Requirements:

• 3+ years of hands-on experience implementing or configuring Genesys Cloud CX solutions in a delivery or engineering role
• Practical experience building Genesys Cloud routing applications, Architect flows, queues, and omnichannel configurations
• Experience working with Genesys Cloud APIs, integrations, and data exchange mechanisms
• Familiarity with Genesys Cloud analytics and reporting capabilities, including standard reports and custom data extracts
• Working knowledge of Unix/Linux environments with the ability to review logs and assist with troubleshooting activities
• Exposure to CI/CD pipelines, version control, and structured deployment practices within cloud environments
• Strong problem-solving skills and attention to detail, with the ability to execute against defined designs and delivery standards
• Ability to collaborate effectively within cross-functional delivery teams and follow architectural guidance and implementation standards
• Strong written and verbal communication skills, with comfort explaining technical concepts to team members and delivery stakeholders
• Motivation to learn and adapt as Genesys Cloud capabilities evolve
• Experience supporting enterprise contact center implementations across voice and digital channels
• Familiarity with CRM platforms such as Salesforce, ServiceNow, or Microsoft Dynamics
• Genesys Cloud CX Professional certification or progress toward certification