Senior Genesys Systems Engineer

Role Requirements:

• 5+ years of extensive experience as a Genesys Administrator, Engineer, or Architect (Genesys Cloud CX experience highly preferred).
• Deep technical expertise in the Genesys platform, including: architecting solutions, advanced routing, API integrations, omnichannel capabilities Digital campaign management: Creating and maintaining many complex automated multi-channel, multi-touchpoint SMS and email journeys. This needs to include complex if/then logic to initiate, pause and cancel cadences based on CRM field values. And needs to coordinate with marketing to avoid overlap. Autodialer campaign management: Creating, recycling, and filtering many campaigns simultaneously Using Predictive Engagement features in Genesys to trigger outreach
• architecting solutions, advanced routing, API integrations, omnichannel capabilities
• Digital campaign management: Creating and maintaining many complex automated multi-channel, multi-touchpoint SMS and email journeys. This needs to include complex if/then logic to initiate, pause and cancel cadences based on CRM field values. And needs to coordinate with marketing to avoid overlap.
• Autodialer campaign management: Creating, recycling, and filtering many campaigns simultaneously
• Using Predictive Engagement features in Genesys to trigger outreach
• Advanced understanding of telecom concepts, WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing
• Proven track record working with Genesys Support, telecom carriers, and 3rd-party vendors to resolve major incidents (P1s/P2s) under strict SLAs
• Strong knowledge of Salesforce, specifically including Salesforce Omnichannel and Salesforce Voice, with a proven track record of integrating these systems with Genesys.
• Proven experience managing and troubleshooting a complicated omnichannel environment that encompasses SMS, Voice, and Email.
• Demonstrated ability working directly with business stakeholders to gather requirements and design technical solutions to solve complex operational challenges.
• Strong problem-solving skills and the ability to think critically when resolving complex platform issues.
• Excellent written and verbal communication abilities, with a knack for translating technical jargon for non-technical stakeholders.
• Our Culture: The Forward Compass The Forward Compass is the standard we hold for ourselves and one another—guiding how we lead, collaborate, and show up every day to move in the same direction. Back the Builders: We are wired to fuel customer progress, not just provide support. Rooted in People: We create an environment that balances deep connection with the extreme ownership and honesty required to reach our highest potential. Flying V: We move through coordinated effort with speed and urgency to achieve what no individual could do alone. Always Forward, Never Finished: We pursue growth with a relentless drive that keeps us ahead of the competition.