The Genesys Cloud CX Engineer is responsible for designing, developing, configuring, and maintaining customer experience (CX) and contact center solutions using the Genesys Cloud CX platform. This role involves building Architect flows, integrating systems, configuring routing strategies, and ensuring optimal platform performance to support business objectives.

Responsibilities

Design, develop, and enhance IVR/IVA flows using Genesys Architect
Build and optimize call routing strategies, queues, skills, schedules, and user configurations
Develop bots using Genesys Dialog Engine (NLU/NLP) for voice and digital channels
Create automation workflows using Genesys Cloud APIs, web services, and 3rd‑party integrations
Configure telephony components including SIP trunks, DID routing, Edge settings, and station setups
Enable, configure, and support digital channels: chat, email, messaging, social media
Deploy recent features, enhancements, and platform updates as part of continuous improvement
Integrate Genesys Cloud CX with external systems (CRM, ticketing, authentication systems)




Utilize REST APIs, webhooks, and event streams for custom use cases
Collaborate with development teams to support middleware or backend integrations
Monitor performance, call flows, interaction paths, and platform health
Perform root-cause analysis of call failures, routing issues, and telephony problems
Provide L2/L3 technical support for incidents and collaborate with Genesys Care for escalations
Build dashboards and custom reports using Genesys Analytics (Interaction Insights, Performance Dashboards)
Analyze KPIs such as SLA, AHT, abandonment rate, agent performance, and flow efficiency
Recommend improvements based on analytical insights
Manage user roles, permissions, and access control
Ensure SSO, data privacy, and compliance standards are maintained
Work with CX, IT, development, WFM, and business teams to support operational needs
Document configurations, flows, integrations, and release chan

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