[Hiring] Senior Genesys Cloud Engineer @CNX

Role Description

Concentrix is seeking a highly skilled Senior Genesys Cloud Engineer to support enterprise clients across Latin America through our CXTech Managed Services organization. This role combines solution architecture, platform administration, development, integrations, AI implementation, production support, and customer consulting responsibilities.

Key Responsibilities

• Solution Design & Implementation
  • Design and implement Genesys Cloud customer experience solutions.
  • Lead technical workshops and architecture discussions.
  • Translate business requirements into scalable technical designs.
  • Develop deployment and migration strategies.
  • Support platform optimization initiatives.
• Platform Administration & Operations
  • Configure and manage Genesys Cloud environments.
  • Manage routing, queues, permissions, roles, user configurations.
  • Implement Architect Flows, Data Actions.
  • Support production operations and managed services activities.
  • Troubleshoot and resolve platform incidents.
• Integration & Development
  • Design and implement API-based integrations.
  • Develop custom solutions and automation components.
  • Build integrations with enterprise platforms and third-party systems.
  • Configure Data Actions and Web Services integrations.
• AI & Automation
  • Implement and support Genesys AI capabilities.
  • Configure Genesys Copilot solutions.
  • Design virtual agents and self-service experiences.
  • Support conversational AI initiatives.

Qualifications

• Minimum 3 years of hands-on experience with Genesys Cloud.
• Experience implementing enterprise contact center solutions.
• Experience supporting production environments.
• Experience working directly with customers and stakeholders.
• Experience in Managed Services or Professional Services environments preferred.

Requirements

• Required Technical Skills
  • Genesys Cloud Expertise
    • Strong hands-on experience with:
    • Genesys Cloud CX
    • Architect
    • Data Actions
    • Web Services Data Actions
    • Genesys Cloud APIs
    • API Integrations
    • Inbound Routing
    • Outbound Campaigns
    • Queue Configuration
    • User Administration
    • Roles and Permissions
    • Knowledge Management
    • Contact Center Operations
  • AI & Self-Service Expertise
    • Genesys Copilot
    • Genesys AI
    • Agent Assist
    • Virtual Agents
    • Knowledge Automation
    • Conversational AI
    • Self-Service Solutions
    • Digital Customer Journeys
  • Platform Administration
    • Working knowledge of:
    • User Management
    • Role Administration
    • Queue Administration
    • Routing Strategies
    • Telephony Configuration
    • Operational Support
    • Troubleshooting and Monitoring
  • Certifications (Mandatory)
    • Candidate must possess at least one active Genesys Certification. Examples include:
    • Genesys Cloud Certified Professional
    • Genesys Cloud Certified Developer
    • Genesys Cloud Certified Administrator
    • Genesys Cloud CX Consultant Certification
    • Genesys Cloud Cx Developer
    • Additional certifications are highly desirable.
  • Cloud & Infrastructure Skills
    • Cloud Platforms (Microsoft Azure preferred)
    • Cloud Architecture
    • Cloud-native architecture
    • Secure solution design
    • High availability environments
    • Enterprise infrastructure concepts
    • DevOps & DevSecOps
    • CI/CD pipelines
    • DevOps practices
    • DevSecOps methodologies
    • Infrastructure as Code (Terraform)
    • Source Control (GitHub, GitLab)
  • Integration & API Expertise
    • Strong knowledge of:
    • REST APIs
    • JSON
    • OAuth 2.0
    • Enterprise Integrations
    • Middleware Platforms
    • Authentication & Security
    • API Lifecycle Management
  • Telecommunications & Voice Technology
    • Required knowledge/understanding of:
    • SIP Protocol
    • SIP Trunks
    • SIP Headers
    • Voice Routing
    • Telephony Infrastructure
    • Call Flows
    • Contact Center Voice Architecture
• Professional Competencies
  • Strong verbal and written communication.
  • Executive and customer-facing communication skills.
  • Presentation and facilitation skills.
  • Customer-facing consulting experience.
  • Stakeholder management.
  • Discovery workshops.
  • Technical requirements gathering.
  • Analytical thinking.
  • Root cause analysis.
  • Troubleshooting.
  • Continuous improvement mindset.

Education

• Bachelor’s Degree in:
• Computer Science
• Software Engineering
• Systems Engineering
• Telecommunications Engineering
• Information Technology
• Related technical discipline

Location

COL Work-at-Home

Time Type

Full time