Genesys Cloud Engineer

Stack

Responsibilities

• ▹Provide L2 support and troubleshooting for Genesys Cloud CX in production environments
• ▹Own incidents from initial investigation through resolution, escalation and follow-up
• ▹Administer and configure Genesys Cloud, including users, permissions, queues, skills, routing and standard platform settings
• ▹Configure and troubleshoot inbound and outbound contact center functionality
• ▹Design, modify and troubleshoot IVR and call flows using Genesys Architect
• ▹Investigate complex issues using logs, traces, configuration and platform data
• ▹Troubleshoot ACD, SIP, RTP, VoIP, DNS and TCP/IP issues with the relevant technical teams
• ▹Analyze recurring incidents and identify opportunities to improve platform stability, configuration and support processes
• ▹Maintain clear technical documentation, incident records and knowledge-base materials
• ▹Collaborate with customers, operational teams and engineers in an international, distributed environment
• ▹Contribute to Genesys Cloud improvement and customer projects, gradually taking ownership of more complex solutions
• ▹Support integrations, APIs, automation and system-to-system workflows
• ▹Share knowledge and contribute to the development of Genesys Cloud capabilities within the team
• ▹Stay current with new Genesys Cloud features, contact center technologies and AI-enabled capabilities

Requirements

• ▹3+ years of hands-on experience in Genesys Cloud CX or a closely related Genesys/contact center technology environment
• ▹Proven experience as an L2 support or engineering resource in a production environment
• ▹Strong hands-on experience with Genesys Cloud administration and configuration
• ▹Practical experience configuring users and permissions, queues and skills, routing, IVR and call flows, and inbound and outbound setups
• ▹Strong understanding of contact center technologies and concepts, including ACD, SIP, RTP and VoIP
• ▹Good understanding of DNS, TCP/IP and networking fundamentals for troubleshooting contact center environments
• ▹Ability to investigate technical incidents independently using logs, traces, configuration and platform data
• ▹Strong troubleshooting and analytical skills with a structured approach to root causes
• ▹Excellent communication and documentation skills
• ▹Good command of English and confidence working with international customers and distributed technical teams

Soft skills

About the company

WorkNomads is building a community where global talent works free of geographic limits. It offers remote engineering services with 40+ nationalities across 4 continents, investing in growth through projects, coliving and community.