Genesys Cloud Engineer
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Genesys Cloud Engineer providing L2 production support and platform administration. Improving contact-center integrations, automation, and customer solutions for WorkNomads’ global remote talent community.
Responsibilities:
- Provide L2 support and troubleshooting for Genesys Cloud CX in production environments
- Own incidents from initial investigation through resolution, escalation, and follow-up
- Administer and configure users, permissions, queues, skills, routing, and standard platform settings
- Configure and troubleshoot inbound and outbound contact center functionality
- Design, modify, and troubleshoot IVR and call flows using Genesys Architect
- Investigate complex issues using logs, traces, configuration, platform data, and other technical evidence
- Troubleshoot ACD, SIP, RTP, VoIP, DNS, and TCP/IP issues with relevant technical teams
- Analyze recurring incidents and identify platform, configuration, and support-process improvements
- Maintain technical documentation, incident records, and knowledge-base materials
- Collaborate with customers, operational teams, engineers, and technical stakeholders internationally
- Contribute to Genesys Cloud improvement and customer projects, taking ownership of increasingly complex solutions
- Support integrations, APIs, automation, and system-to-system workflows
- Share knowledge and develop Genesys Cloud capabilities within the team
- Stay current with Genesys Cloud features, contact center technologies, and AI-enabled capabilities
Requirements:
- 3+ years of hands-on experience in Genesys Cloud CX or a closely related Genesys/contact center technology environment
- Proven experience working as an L2 support or engineering resource in a production environment
- Strong hands-on experience with Genesys Cloud administration and configuration
- Practical experience configuring and managing users and permissions, queues and skills, routing, IVR and call flows, and inbound and outbound configurations
- Strong understanding of ACD, SIP, RTP, and VoIP
- Good understanding of DNS, TCP/IP, and networking fundamentals
- Ability to independently investigate incidents using logs, traces, configuration, and platform data
- Strong troubleshooting and analytical skills
- Strong ownership and accountability for incidents, technical tasks, and customer issues
- Excellent communication and documentation skills
- Good command of English
- Ability to work independently and escalate complex issues appropriately
- Interest in developing into Genesys engineering, integrations, automation, and customer solution delivery
- Passion for continuous learning and collaboration in a global setting
- Team player mentality
- Advantage: Salesforce or CRM integrations, especially Microsoft Dynamics
- Advantage: Genesys Cloud APIs, Data Actions, REST APIs, JSON, and OAuth
- Advantage: workflow and system-to-system automation
- Advantage: PowerShell, Python, JavaScript, or similar scripting
- Advantage: Azure Logic Apps, Power Automate, middleware, or iPaaS technologies
- Advantage: Genesys reporting and analytics, WEM, or Quality Management
- Advantage: AI-enabled contact center technologies
- Advantage: enterprise application integrations and customer-specific technical solutions
- Advantage: Genesys Cloud certification
- Advantage: Genesys Engage with meaningful Genesys Cloud experience
Benefits:
- Flexible work setup: work fully remotely from any country in the EU on a freelance/B2B contract, or join the Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package
- Autonomy: an environment where your technical vision matters, and you own your work-life balance
- Growth: a personalized career development program; learn from experts, expand your craft, and work across industries
- Global vibe: an international, dynamic, remote-first workplace
- Connectivity Support: home office allowance
- Total Rewards: paid time off and competitive remuneration
- Community: team get-togethers and networking events
- Discounted WN LAB Hotel single apartments starting from 660 EUR/month, with utilities and cleaning included
- Diversity, social equity, and inclusion-focused workplace
Similar Jobs
Cloud Engineer
Cloud Engineer designing and securing Microsoft Azure infrastructure for NetCov’s cybersecurity and IT services. Leading cloud migrations, automation, troubleshooting, and project delivery for clients.
Senior Cloud Engineer – AWS
Cloud Engineer designing AWS infrastructure with Terraform for Smart Working’s global remote teams. Managing EC2, CI/CD pipelines, and security compliance controls.
Senior MLOps Engineer, AWS
Engenheiro MLOps AWS operacionalizando modelos de machine learning e LLMs na Leega. Desenvolvendo pipelines, arquitetura cloud e integrações para apoiar Ciência de Dados.
Cloud Engineer – Azure Databricks
Cloud Engineer administering Azure Databricks, Terraform, ADLS, and Azure ML infrastructure. Supporting global digital transformation projects for a multinational IT services powerhouse.
Senior Data Platform Engineer – Cloud Architect
Arquitecto cloud y de plataformas de datos AWS para Expleo. Diseñando plataformas empresariales, automatización e infraestructura como código con Terraform.
Senior Cloud Engineer – Saudi National
Senior Cloud Engineer operating Kubernetes, CI/CD, and Intune across GCP and AWS. Supporting infrastructure reliability, automation, security, and cost optimization for a Saudi Arabian client.
Cloud Engineering Technical Leader
Cisco cloud engineering leader designing and operating secure, scalable infrastructure and platforms. Driving automation, architecture, reliability, and technical strategy across teams.
Senior Cloud Engineer – Principal
Senior principal cloud engineer designing BMC2 hybrid infrastructure for SAIC’s defense technology programs. Developing automation, secure network flows, cross-domain solutions, and resilient cloud operations.
Engineering Manager – Cloud-Native Backend Systems
Engineering Manager leading cloud-native backend teams for Salve.Inno Consulting’s recruitment clients. Guiding architecture, delivery, reliability, and engineer development across AI-enabled products.
Engineering Manager – Cloud-Native Backend Systems
Engineering Manager leading cloud-native backend systems and software engineers. Driving architecture, delivery, reliability, and team development for internationally used AI-enabled products.
Engineering Manager – Cloud-Native Backend Systems
Engineering Manager leading cloud-native backend teams building internationally used AI-enabled products. Guiding people, architecture, microservices, delivery, and engineering quality across the European Union.
Engineering Manager – Cloud-Native Backend Systems
Engineering Manager leading cloud-native backend teams for Salve.Inno Consulting’s AI-enabled products. Guiding people, architecture, delivery, and engineering quality across distributed systems.
Engineering Manager – Cloud-Native Backend Systems
Engineering Manager leading cloud-native backend teams for AI-enabled products. Guiding architecture, delivery, engineering quality, and people development across distributed systems.
Architect, Modern Platforms – Cloud Infrastructure
Cloud Infrastructure Architect designing secure, scalable AWS, Azure, and GCP environments. Presidio delivers cloud, cybersecurity, AI, and managed technology solutions for enterprise clients.
Senior Data Engineer - AWS
Engenheiro de Dados Sênior construindo pipelines, Data Lakes e arquiteturas AWS. Consultoria de tecnologia conectando dados, plataformas e IA para transformar grandes empresas.
Cloud & Platform Engineer
Rapid Solutions Pod Lead leading client engagements and engineering pods for AHEAD's cloud, platform engineering, and AI transformation solutions. Owning delivery, governance, recommendations, and offering development.
Online Visiting Professor – Cloud Computing
Online Cloud Computing Professor teaching practitioner-focused courses for DeVry University. Developing syllabi, delivering virtual instruction, assessing students, and integrating responsible AI technologies.
Senior Cloud Architect
Senior Cloud Architect modernizing secure, scalable cloud platforms for Guild Mortgage, a mortgage banking company. Leading Azure architecture, automation, DevSecOps, and enterprise platform engineering.
Cloud Engineer – Subject Matter Expert
Cloud Engineer SME architecting secure Azure data, analytics, and pipeline infrastructure. Supporting U.S. federal defense agencies and Army logistics within DoD IL5/IL6 environments.
Cloud Engineer – Principal
Principal Cloud Engineer designing and operating secure multi-tenant cloud platforms for GDIT’s U.S. government missions. Automating, migrating, and optimizing AWS, Azure, GCP, or OCI environments.