6+ years of experience in telecom/contact center engineering, including 2+ years with Genesys Cloud (PureCloud) and Genesys certification required
Strong hands-on expertise in IVR/ACD scripting, Architect flows, and Omni-channel routing (Voice, Chat, Email)
Experience supporting ACD, dialer, call recording, WFM, SIP/H323 troubleshooting, and telecom performance optimization
Proficiency with Genesys Cloud APIs, REST/Web Services, HTML, JavaScript, and SQL Server integrations
Experience integrating Genesys Cloud with Salesforce Voice Cloud and third-party platforms
Strong background in Tier 3 support, root cause analysis, disaster recovery planning, and telecom capacity/performance monitoring
Working knowledge of network protocols, unified communications systems, and call center infrastructure best practices

Genesys Cloud Engineer

Key skills