Job Description

Job Summary:

The Senior Contact Center Engineer is responsible for the architecture, configuration, deployment, and ongoing optimization of enterprise contact center solutions. This role serves as a subject matter expert for cloud and on-premise contact center platforms, with preferred experience in Genesys Cloud CX and/or Genesys Engage. The engineer will collaborate with cross-functional teams to support business needs, enhance customer engagement strategies, and ensure optimal system performance and reliability.

Key Responsibilities:

Design, deploy, and maintain complex contact center environments with a focus on scalability, high availability, and integration with third-party systems (e.g., CRMs, workforce management tools). Lead technical planning and execution for contact center projects, including IVR design, call routing logic, and omnichannel workflows. Administer and optimize the Genesys contact center platform, including user provisioning, queue management, and real-time reporting tools. Act as the escalation point for complex technical issues, troubleshooting voice quality, connectivity, and routing logic across contact center environments. Analyze call flow performance and agent metrics to recommend improvements for efficiency and customer experience. Collaborate with vendors and internal stakeholders to align technical solutions with business and compliance requirements. Support QA, UAT, and go-live activities for platform upgrades, integrations, or new feature rollouts. Create and maintain detailed system documentation, including design diagrams, SOPs, and knowledgebase articles.

Qualifications:

Bachelor’s degree in Computer Science, Information Systems, or a related field—or equivalent experience. 5+ years of hands-on experience supporting enterprise contact center solutions. Strong understanding of call flow design, SIP protocol, IVR scripting, and routing strategies. Preferred: 2+ years of experience with Genesys Cloud CX or Genesys Engage (configuration, administration, and optimization). Knowledge of analytics and reporting tools for evaluating agent and call performance. Familiarity with API-based integrations, scripting (e.g., JavaScript or Python), and automation tools is a plus. Excellent problem-solving, communication, and documentation skills.

Certifications (Preferred):

Genesys Cloud CX Certification (e.g., Genesys Certified Professional or Architect) ITIL Foundations or similar IT service management certification