[Hiring] Senior Genesys Engineer @TEKsystems

Role Description

The Senior Genesys Cloud CX Engineer is responsible for the design, engineering, implementation, automation, integration, and operational support of enterprise contact center solutions built on Genesys Cloud CX. This role serves as a senior technical subject matter expert for the Genesys platform and works closely with various stakeholders to deliver secure, resilient, scalable, and highly available customer contact solutions.

The Senior Engineer is expected to take ownership of complex technical problems, lead platform improvements, establish engineering standards, mentor other engineers, and reduce operational risk through automation, documentation, monitoring, and disciplined change management.

Key Responsibilities

• Genesys Cloud CX Engineering
  • Design, configure, engineer, and support enterprise solutions within Genesys Cloud CX.
  • Serve as a senior technical SME for Genesys Cloud architecture, platform capabilities, integrations, and production troubleshooting.
  • Engineer and maintain:
    • Genesys Architect inbound and outbound call flows
    • IVR applications and routing logic
    • Queues, skills, routing strategies, schedules, and wrap-up codes
    • Data Actions and external integrations
    • Telephony configuration, trunks, sites, number plans, and call routing
    • Recording and quality-management integrations
    • Workforce-management integrations
    • Digital interaction channels where applicable
  • Develop solutions that meet enterprise requirements for performance, reliability, scalability, security, and supportability.
• IVR and Customer Experience Engineering
  • Design and enhance complex Genesys Architect call flows supporting enterprise contact center operations.
  • Translate business requirements into efficient call routing and customer interaction designs.
  • Integrate IVR applications with enterprise APIs, data services, authentication services, and downstream business systems.
  • Optimize routing designs to improve customer experience, containment, agent efficiency, and operational reliability.
  • Establish reusable patterns and engineering standards for Architect development.
• API & Integration Engineering
  • Design, build, troubleshoot, and support integrations using the Genesys Cloud Platform APIs, OAuth, REST, JSON, and Data Actions.
  • Integrate Genesys Cloud with enterprise applications, CRM platforms, data services, workforce-management platforms, recording systems, and other contact center technologies.
  • Understand authentication, authorization, API rate limits, exception handling, logging, and secure integration patterns.
  • Work with application development teams to establish reliable integration contracts and troubleshoot issues that cross application boundaries.
• Production Support & Reliability
  • Provide advanced Tier 3 engineering support for Genesys Cloud CX.
  • Lead troubleshooting and root-cause analysis for high-impact incidents.
  • Analyze logs, interaction details, API transactions, telephony signaling, integration behavior, and platform telemetry.
  • Participate in major incident response and problem-management activities.
  • Develop proactive monitoring and alerting to identify issues before they materially affect customers or contact center operations.
  • Identify recurring incidents and implement permanent engineering solutions rather than relying on operational workarounds.
• Security, Compliance & Platform Governance
  • Follow enterprise security and change-management requirements when designing and implementing contact center solutions.
  • Apply least-privilege principles to Genesys roles, permissions, OAuth clients, and integrations.
  • Protect authentication credentials, customer information, and other sensitive contact center data.
  • Participate in architecture, security, disaster-recovery, and operational-readiness reviews.

Qualifications

• 7+ years of experience engineering enterprise contact center or telecommunications solutions.
• 5+ years of hands-on experience with Genesys technologies, with strong experience engineering Genesys Cloud CX solutions.
• Demonstrated experience supporting large, business-critical contact center environments.
• Experience troubleshooting complex production issues involving voice, integrations, APIs, networks, or distributed systems.
• Experience leading technical implementations or major platform changes.

Technical Skills

• Strong hands-on expertise in several of the following:
  • Genesys
  • Genesys Cloud CX
  • Genesys Architect
  • ACD and skills-based routing
  • Data Actions
  • Genesys Cloud APIs
  • OAuth
  • Queue and routing configuration
  • Telephony and trunk configuration
  • Recording and quality-management capabilities
  • Workforce-management integrations
  • Genesys CX as Code
  • Archy

Job Type & Location

• This is a Contract position based out of Saint Paul, MN.

Pay and Benefits

• The pay range for this position is $60.00 - $65.00/hr.
• Individual compensation offered will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
• Benefits may include:
  • Medical, dental & vision
  • Critical Illness, Accident, and Hospital
  • 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available)
  • Life Insurance (Voluntary Life & AD&D for the employee and dependents)
  • Short and long-term disability
  • Health Spending Account (HSA)
  • Transportation benefits
  • Employee Assistance Program
  • Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

• This position is anticipated to close on Oct 23, 2026.

Workplace Type

• This is a fully remote position.