Genesys Contact Center Applications Engineer

We are seeking an experienced Genesys Contact Center Applications Engineer to join our growing IT team. In this role, you will be responsible for designing, building, and maintaining our cloud contact center platform with a primary focus on Genesys Cloud CX to ensure an exceptional customer and agent experience across voice, digital, and self-service channels.

Core Responsibilities:

• Design, build, and maintain Genesys Cloud CX Architect call flows, IVRs, in-queue flows, callback flows, and digital messaging flows that align with business and customer experience goals.
• Develop and maintain API integrations between Genesys Cloud CX and internal/external systems (CRM, scheduling, ticketing, data warehouse, AI services) using Genesys Cloud APIs, Data Actions, AWS Lambda, and webhooks.
• Build and tune bots and virtual agents - including Genesys Dialog Engine Bot Flows, Google Dialogflow CX, Amazon Lex, and Azure-based bots - for voice and digital self-service.
• Create and maintain contact center reporting and dashboards using Genesys Cloud Performance views, Analytics APIs, and BI tools (e.g., Power BI) to surface KPIs for operations and leadership.
• Lead the design and implementation of an internal Company’s contact center AI agent (LLM-based) leveraging Azure OpenAI / Azure AI Foundry, retrieval-augmented generation (RAG), and integration with Genesys Cloud CX.
• Develop automation for routine contact center operations - agent provisioning, queue/skill management, prompt management, configuration deployment, and quality monitoring - using scripting and CI/CD practices.
• Partner with the Phone Team and Service Desk to troubleshoot complex voice, routing, and integration issues across SIP, WebRTC, SBC, and carrier paths.
• Support change management, release planning, and documentation for all contact center applications, integrations, and AI components.
• Collaborate with Security, Compliance, and Infrastructure teams to ensure all integrations meet PCI, PII, and data-handling requirements (including conditional access, secrets management, and logging).

• Bachelor’’s degree in Computer Science, Information Technology, or a related field.
• At least 5 years of experience in contact center application engineering, telephony/CCaaS engineering, or a related field.
• Strong hands-on experience with Genesys Cloud CX, including Architect flows (inbound, outbound, in-queue, callback, digital), Data Actions, OAuth clients, and Admin configuration.
• Proven experience designing and implementing API integrations (REST/JSON, OAuth 2.0) between Genesys Cloud CX and systems such as Dynamics 365, ServiceNow, or custom applications.
• Experience building bots / virtual agents (Genesys Bot Flows, Dialogflow CX, Amazon Lex, or equivalent) and tuning intents, entities, and conversation design.
• Experience building reports and dashboards using Genesys Analytics APIs, Performance/Interaction views, and BI tools (Power BI, Tableau, or similar).
• AI/ML experience required, including hands-on work with large language models (LLMs), prompt engineering, RAG, and frameworks such as Azure OpenAI / Azure AI Foundry, OpenAI, LangChain, or Semantic Kernel.
• Solid scripting/development skills - PowerShell, Python, JavaScript/Node.js - for automation and integration work.
• Familiarity with cloud platforms, especially Microsoft Azure (Functions, Logic Apps, Key Vault, API Management) and/or AWS (Lambda, S3, API Gateway).
• Working knowledge of SIP, WebRTC, SBCs, codecs, and PSTN/carrier concepts sufficient to troubleshoot voice quality and routing issues.
• Strong understanding of contact center KPIs (AHT, ASA, FCR, CSAT, abandonment, occupancy) and how to design flows and reports that influence them.
• Familiarity with ITIL frameworks and structured change management processes.
• Strong communication and interpersonal skills to work effectively with cross-functional teams and present technical concepts to non-technical stakeholders.
• Ability to work independently and as part of a team, manage multiple projects, and prioritize effectively.
• Participate in maintenance activities during and after business hours on weekdays and weekends based on business need.
• Attend meetings or working sessions onsite at any of our Company locations, including corporate buildings.

Desirable Skills:

• Experience with Network Automation and Orchestration
• Familiarity with Cloud Networking and Virtualization
• Experience with intrusion detection and prevention systems, vulnerability scanners, and endpoint protection
• Strong communication and leadership skills to manage projects, mentor junior staff, and collaborate effectively with other teams.
• Ability to work under pressure and handle multiple tasks simultaneously can also be an advantage.