Genesys Cloud Engineer

• Investigate complex issues using logs, traces, configuration, platform data and other technical evidence.
• Troubleshoot issues related to ACD, SIP, RTP, VoIP, DNS and TCP/IP in collaboration with relevant technical teams.
• Analyze recurring incidents and identify opportunities to improve platform stability, configuration and support processes.
• Maintain clear and accurate technical documentation, incident records and knowledge-base materials.
• Collaborate with customers, operational teams, engineers and other technical stakeholders in an international, distributed environment.
• Contribute to Genesys Cloud improvement and customer projects, gradually taking ownership of more complex technical solutions.
• Support and contribute to integrations, APIs, automation and system-to-system workflows where relevant.
• Share knowledge and contribute to the continuous development of Genesys Cloud capabilities within the team.
• Stay current with new Genesys Cloud features and emerging contact center technologies and AI-enabled capabilities.

• 3+ years of hands-on experience in Genesys Cloud CX or a closely related Genesys/contact center technology environment.
• Proven experience working as an L2 support or engineering resource in a production environment.
• Strong hands-on experience with Genesys Cloud administration and configuration.
• Practical experience configuring and managing: Users and permissions; Queues and skills; Routing; IVR and call flows; Inbound and outbound configurations
• Strong understanding of contact center technologies and concepts, including ACD, SIP, RTP and VoIP.
• Good understanding of DNS, TCP/IP and networking fundamentals relevant to troubleshooting contact center environments.
• Ability to independently investigate technical incidents using logs, traces, configuration and platform data, rather than relying primarily on escalation.
• Strong troubleshooting and analytical skills, with a structured approach to identifying root causes.
• Strong sense of ownership and accountability for incidents, technical tasks and customer issues.
• Excellent communication and documentation skills.
• Good command of English and confidence working with international customers and distributed technical teams.
• Ability to work independently while knowing when and how to escalate complex issues appropriately.
• Genuine interest in developing further into Genesys engineering, integrations, automation and customer solution delivery.
• A passion for continuous learning & collaboration in a global setting

• A team player mentality and believe no one should be left behind regardless of background Strong advantages:

• Experience with Salesforce or other CRM integrations, particularly Microsoft Dynamics.
• Experience with Genesys Cloud APIs, Data Actions, REST APIs, JSON and OAuth.
• Experience with workflow and system-to-system automation.
• Scripting experience with PowerShell, Python, JavaScript or similar.
• Experience with Azure Logic Apps, Power Automate, middleware or iPaaS technologies.
• Knowledge of Genesys reporting and analytics, WEM or Quality Management.
• Exposure to AI-enabled contact center technologies, including virtual agents, chatbots, Agent Assist or conversational AI.
• Experience with enterprise application integrations and customer-specific technical solutions
• Genesys Cloud certification
• Experience with Genesys Engage combined with meaningful Genesys Cloud experience.

Perks of being one of us:

• Flexible work setup: work fully remotely from any country in the EU on a freelance/B2B contract, or join our Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package.
• Autonomy: an environment where your technical vision matters, and you own your work-life balance.
• Growth: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries.
• Global vibe: an international, dynamic, remote-first workplace.
• Connectivity Support: home office allowance
• Total Rewards: paid time off and competitive remuneration.
• Community: team get-togethers and networking events are in our DNA!
• Seamless Living: need a base? Digitally check into a spacious room at our WN LAB Hotel, Bulgaria’s biggest and coolest 4* co-living hotel. No deposit, with special discounted rates for single apartments starting from 660 EUR/month (utilities & cleaning included!).
• Be part of something beyond work: culture, values, impact.

We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country.

• Remote engineering services, global impact - expert engineering, design, and business talent in cross-disciplinary project teams.
• Diversity celebrated - 40+ nationalities, 4 continents, one team.

• Continuous growth - we invest in you: projects, coliving, community, pushing you beyond what you thought possible. Your mission at WorkNomads:

• Provide L2 support and troubleshooting for Genesys Cloud CX in production environments.
• Take ownership of incidents from initial investigation through to resolution, escalation and follow-up., SlashMobility Barcelona (España) Data Engineer Snowflake & CLoud. Remoto eXperience IT Solutions Madrid Especialista Genesys Cloud CX - Integración con Salesforce Grupo PROEDUCA Pozuelo de Alarcón, 28224 Volver a la última búsqueda Trabajos ) Trabajos en ingeniería ) Genesys Cloud Engineer (Remote) ( volver a la última búsqueda Recibir ofertas similares por correo electrónico No gracias, llévame a la oferta de empleo Al crear una alerta, aceptas nuestros Términos y condiciones y Política de privacidad, y el uso de cookies. Inscribirse en esta oferta

Profesiones

• Técnico
• Recepciónista
• Administrador
• Ventas
• Enfermero