Solution Engineer/Developer (Genesys)
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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.
- This role offers growth opportunities into senior engineering or technical architecture paths within the Genesys Cloud CX practice.
- 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.
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.
Benefits
- Remote work option OR office location options in Boston, MA; Columbus, OH; Charlottesville, VA; Durham, NC.
- Competitive salary with potential for bonuses based on performance and client satisfaction.
- Comprehensive healthcare plan including medical, dental, and vision coverage.
- Retirement savings plan that includes employer matching contributions up to a certain percentage of annual compensation.
- Paid time off (PTO) policy with 14 paid vacation days per year plus holidays.
- Flexible scheduling options for work hours within the project timeline and client needs.
- Employee assistance program offering resources for personal or professional issues, including counseling services and financial planning support.
- Tuition reimbursement up to a certain amount annually for approved courses related to job responsibilities.
- Opportunity for career advancement within the company through internal promotions based on performance evaluations.
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