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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Genesys Cloud Engineer - **Company:** Worknomads - **Location:** Barcelona, Spain (Remote available) - **Contract:** Permanent contract - **Skills:** JavaScript (Programming Language), Application Programming Interfaces (APIs), Artificial Intelligence, Data Analysis, Microsoft Azure, VoIP, System Configuration, Customer Interaction Management (Software), Domain Name System (DNS), Middleware, JSON, Python (Programming Language), Microsoft Dynamics, Networking Basics, Routing, OAuth, Windows PowerShell, Salesforce.Com, Systems Integration, TCP/IP, Scripting, Real-Time Transport Protocol, Enterprise Software Applications, Chatbots, Microsoft Power Automate, Genesys, Virtual Agents, Restful APIs - **Published:** September 1, 2026 - **Apply:** https://www.adzuna.es/contact-us.html ## About the Role + 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. ## Description + 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. ## Related Videos - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [Keeping applications secure by evolving OAuth 2.0 and OpenID Connect](https://www.wearedevelopers.com/videos/100152-keeping-applications-secure-by-evolving-oauth-2-0-and-openid-connect) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Your next 10x engineer isn't in your city. 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