[Hiring] Genesys Systems Engineer @Forward Financing

Role Description

As a Genesys Systems Engineer, you will play a key role in supporting our contact center platform by applying your technical expertise. You will collaborate closely with cross-functional stakeholders and Salesforce colleagues to translate business requirements into integrations and routing solutions across voice, SMS, and email. You will assist in maintaining system health, troubleshoot technical issues, implement simple features, and ensure a seamless, optimized experience for both our customers and agents.

• Provide support and assist in maintaining the Genesys contact center platform.
• Assist in the configuration, management, and continuous optimization of contact center routing, IVR, and omnichannel workflows.
• Help support our omnichannel setup that integrates SMS, Voice, and Email communications.
• Develop a deep understanding of our Genesys flow logic to assist with ongoing enhancements.
• Implement simple features and scalable solutions to business and technical problems to enhance the customer and agent experience.
• Collaborate with cross-functional business stakeholders, gathering requirements and assisting in translating them into technical designs.
• Troubleshoot platform issues, assist in resolving incidents, and support the long-term health and stability of the system.
• Assist in monitoring system performance, capacity, and support integrations with our internal CRM and other third-party tools.
• Work with colleagues in Salesforce to support feature co-development.

Qualifications

• 2-4 years of experience in a related telecom role, such as a Genesys Administrator or Engineer (Genesys Cloud CX experience preferred).
• Solid technical expertise in the Genesys platform, including routing, basic API integrations, and omnichannel capabilities.
• Familiarity with digital campaign management (SMS and email journeys) and autodialer campaign management.
• Good understanding of telecom concepts, WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing.
• Track record of working with technical support and telecom carriers to help resolve incidents (P1s/P2s).
• Knowledge of Salesforce and experience integrating it with contact center systems.
• Demonstrated ability working directly with business stakeholders to gather requirements.
• Strong problem-solving skills and the ability to think critically when resolving platform issues.
• Excellent written and verbal communication abilities.

Requirements

• Annual Targeted Salary: $105,000-$128,000 CAD
• Annual Target Bonus: 10%

Benefits

• Comprehensive total rewards package, including but not limited to: medical, dental, vision, a flexible time-off policy, paid parental leave, RRSP match, wellness reimbursement, volunteering days, annual professional development budget, and charitable donation match.
• Remote-first company with workplace flexibility a top priority.
• Opportunities for in-person collaboration at premiere office locations.