Genesys Cloud Engineer

CDW

United States

23 days ago

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Role details

Contract type

Temporary contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

3 years minimum

Working hours

Regular working hours

Job source

www.dice.com

Tech stack

Automatic Call Distributor Amazon Web Services Application Services Interactive Voice Response Microsoft Azure VoIP Customer Interaction Management (Software) Domain Name System (DNS) Trunking Monitoring of Systems Session Initiation Protocols Network Troubleshooting

+8 more

Networking Basics Systems Integration TCP/IP Real-Time Transport Protocol Google Cloud Load Balancing Genesys Firewalls (Computer Science)

Job description

Administer, configure, and support Genesys Cloud CX, Genesys Engage, or PureConnect environments.
Design and maintain contact center solutions including IVRs, call routing, queues, and skills-based routing.
Configure and support SIP trunking, voice gateways, telephony integrations, and VoIP infrastructure.
Troubleshoot complex voice quality, call routing, signaling, and connectivity issues.
Analyze SIP and RTP traffic to identify and resolve service disruptions.
Collaborate with business stakeholders to implement contact center enhancements and new capabilities.
Perform upgrades, migrations, integrations, and ongoing platform maintenance.
Monitor system performance and proactively optimize reliability and user experience.
Support contact center reporting, analytics, and operational improvements.
Partner with networking, infrastructure, and application teams to resolve cross-functional issues.
Maintain technical documentation, architecture diagrams, and operational procedures.
Participate in on-call support and incident response activities as needed.

Requirements

3+ years of experience supporting Genesys contact center technologies.
Hands-on experience with one or more of the following:
Genesys Cloud CX
Genesys Engage
Genesys PureConnect
Strong understanding of:
SIP (Session Initiation Protocol)
RTP (Real-Time Transport Protocol)
IVR design and configuration
VoIP architecture and troubleshooting
Experience diagnosing and resolving complex voice quality, telephony, and routing issues.
Knowledge of contact center operations and customer experience technologies.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent verbal and written communication abilities., * Genesys Certified Professional (Google Cloud Platform) certification.
Experience with cloud contact center migrations and transformations.
Knowledge of workforce management, call recording, and quality assurance solutions.
Understanding of networking fundamentals including DNS, TCP/IP, firewalls, and load balancing.
Experience integrating contact center platforms with CRM, ticketing, or third-party applications.
Familiarity with AWS and/or Azure cloud platforms.

Key Skills Genesys Cloud CX Genesys Engage PureConnect SIP RTP IVR Design Call Routing VoIP Telephony Infrastructure Contact Center Operations Incident Management Root Cause Analysis Network Troubleshooting Cloud Contact Center