Senior Genesys Contact-Center Engineer
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Job Description
Senior Genesys engineer configuring cloud contact-center platforms for Koniag Government Services. Delivering secure integrations, routing, workflows, and operational support for federal agencies.
Responsibilities:
- Design, configure, develop, integrate, test, document, and sustain Genesys capabilities using Genesys Cloud CX, Architect flows, queues, routing, telephony, IVR, APIs, integrations, workforce engagement, quality, analytics, and contact-center operations
- Configure contact-center flows, queues, routing, IVR, integrations, reporting, and omnichannel capabilities
- Translate business, mission, security, accessibility, and operational requirements into practical technical solutions
- Support platform architecture, backlog refinement, implementation planning, release readiness, and production transition activities
- Develop reusable patterns, configuration standards, automation, documentation, and support procedures
- Troubleshoot complex issues across platform configuration, code, data, APIs, identity, security, performance, and user experience
- Collaborate with cybersecurity, privacy, data, infrastructure, QA, and change management teams
- Maintain technical documentation, design decisions, implementation notes, test evidence, and operational runbooks
- Support the CRM, Integration, and Platform Services workforce and government customer in delivering secure, reliable, accessible, and maintainable digital services
Requirements:
- Bachelor's degree in Computer Science, Information Systems, Software Engineering, Data Analytics, Cybersecurity, or a related discipline, or equivalent work experience
- 6+ years of experience in senior platform engineering or application development
- Hands-on experience with Genesys implementation, configuration, development, integration, testing, or operations
- Experience working with Agile delivery teams and translating stakeholder needs into maintainable technical outcomes
- Strong hands-on knowledge of Genesys capabilities, implementation patterns, administration, development, integration, and lifecycle management
- Ability to design and implement secure, supportable, upgrade-aware solutions
- Experience with APIs, identity and access controls, data management, testing, monitoring, troubleshooting, and release coordination
- Ability to document technical designs, configuration decisions, operational procedures, test results, and risks
- Strong communication skills with government stakeholders, product owners, engineers, QA, cybersecurity, and operations teams
- Ability to obtain a Public Trust clearance
- Experience with DevSecOps practices, CI/CD pipelines, automated testing, infrastructure as code, or platform release automation
- Knowledge of federal security and compliance concepts including NIST controls, FISMA, FedRAMP-authorized services, audit evidence, and least privilege
- Experience improving platform governance, reuse, documentation, observability, and operational readiness
- Familiarity with Microsoft 365, ServiceNow, Atlassian, Snowflake, data catalog, CRM, or enterprise integration ecosystems
- Genesys Cloud CX certification, contact-center engineering certification, cloud certification, or comparable integration credential (desired)
- Experience supporting federal government IT environments, Public Trust programs, or regulated enterprise delivery (desired)
- Experience with Section 508, cybersecurity, auditability, data protection, and operational documentation expectations (desired)
Benefits:
- Health, dental and vision insurance
- 401K with company matching
- Flexible spending accounts
- Paid holidays
- Three weeks paid time off
- Competitive compensation
- Extraordinary benefits package
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