Genesys Cloud CX Engineer

We’re seeking a hands-on Genesys Cloud CX Engineer/Developer to support the design, development, and optimization of enterprise contact center solutions. This is an opportunity to work on customer-facing voice automation, conversational AI, call routing, and integrations within a complex enterprise environment.

Key Responsibilities

• Design, develop, and maintain Genesys Cloud CX Architect flows, IVR solutions, voice bots, and conversational AI experiences.
• Configure and optimize call routing, queues, skills, transfers, and self-service workflows.
• Develop integrations using REST APIs, JSON, Data Actions, and enterprise backend systems.
• Monitor platform performance, configure analytics and reporting, and troubleshoot production issues.
• Improve system reliability through alerting, root-cause analysis, documentation, and ongoing optimization.
• Collaborate with business, engineering, infrastructure, and operations teams to deliver scalable solutions.

Required Qualifications

• 5+ years of contact center technology experience, including 3+ years of hands-on Genesys Cloud CX development.
• Strong experience with Genesys Architect, IVR, voice bots, NLU, and virtual agent solutions.
• Experience with call routing, APIs, integrations, analytics, and production troubleshooting.
• Strong communication, documentation, and problem-solving skills.
• Ability to work independently while collaborating across technical teams.

Preferred Qualifications

• Genesys Cloud CX certifications.
• Experience with AWS, Splunk, Dynatrace, CloudWatch, CI/CD, or similar monitoring and DevOps tools.
• Background supporting large-scale, highly available, or regulated enterprise environments.

Location: Charlotte, NC

Work Arrangement: Hybrid, 3 days onsite per week

This role is ideal for someone who enjoys hands-on development, solving complex contact center challenges, and improving customer experiences through voice automation and conversational AI.