Genesys Cloud Application Engineer

Veridic Solutions LLC

United States

12 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Job source

www.dice.com

Tech stack

JavaScript (Programming Language) Application Programming Interfaces (APIs) Artificial Intelligence Amazon Web Services Amazon S3 Data Analysis Microsoft Azure Cloud Computing Codecs Custom Software JSON Python (Programming Language)

+21 more

Microsoft Dynamics Node.Js OAuth Windows PowerShell Public Switched Telephone Networks Power BI Tableau (Software) WebRTC Scripting Microsoft Power Automate Genesys Large Language Models Prompt Engineering Bots Virtual Agents Functional Programming Api Gateway Amazon Lex Api Management Key Vault Servicenow

Requirements

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.