Genesys Cloud Cx Engineer

Job Title: Genesys Cloud CX Engineer

Location: Remote/ Dallas, TX

Duration: Full time

Required Skill and Experience

• Genesys Cloud CX Engineer with expertise in contact center operations, development, support, and AI-enabledsolutions.
• The role is responsible for supporting and optimizing Genesys Cloud CX platforms, ensuring stability,performance, and continuous improvement of customer engagement services.
• The candidate will collaborate with clients, business teams, and technology partners to troubleshoot issues, deliver enhancements, and support automation and transformation initiatives.

Required Qualifications

• Bachelor's degree or foreign equivalent from an accredited institution.
• IT experience with significant experience in Genesys Cloud CX development, support, and operations.
• Experience working in Agile and SDLC environments.
• Strong client-facing communication and stakeholder management skills.
• Ability to work in a global delivery model and support critical production environments.

Preferred Skill and Experience

• Experience supporting and developing enterprise-scale
• Genesys Cloud CX platforms across operations,
• development, automation, and AI. Candidates should be
• skilled in production support, complex troubleshooting,
• operational excellence, and adoption of emerging AI/LLM
• technologies to enhance customer and agent experiences.

Good to Have

• Understanding of VUI design principles and customer journey optimization.
• Experience creating call flow documentation, Visio diagrams, technical designs, SOPs
• Knowledge of bot development, conversational AI, and self-service solutions.
• Exposure to software development or scripting technologies.
• Understanding of LLMs, Generative AI, Agent Assist, AI powered virtual agents, and emerging AI technologies.
• Experience with healthcare contact center environments including Medicare, Medicaid, or Marketplace programs.
• Exposure to Pindrop, Voice.AI, Pega, Apigee, Salesforce, or similar contact center ecosystem platforms.