About the Company

Genesys Cloud Engineer

Role Overview

The Senior Genesys Cloud Engineer (Managed Services) provides high-tier technical support, proactive maintenance, and continuous optimization for multi-tenant or multi-client Genesys Cloud CX environments. Operating as a senior individual contributor, this role focuses on maintaining strict SLAs, resolving complex incidents, executing service requests, and driving platform stability.

Key Responsibilities
- Own the Ticket Lifecycle: Take charge of Tier 3/4 incidents and complex service requests from receipt to resolution, hitting client SLAs consistently.
- Keep the Lights On: Handle daily admin tasks, routing updates, and IVR modifications across diverse client environments.
- Fix the Root Cause: Go beyond quick fixes. When major incidents happen, you'll perform Root Cause Analysis (RCA) and implement permanent solutions.
- Monitor Platform Health: Keep a close eye on system performance, API limits, and edge connectivity to catch and resolve issues before the client notices.
- Guide Our Clients: Act as a trusted advisor,



walking clients through platform updates, feature deprecations, and optimization opportunities.
- On-Call Rotation: Participate in a shared engineering on-call schedule to support critical after-hours issues.

Required Technical Skills & Genesys Cloud Topics
- Architect & Routing: Advanced design, modification, and troubleshooting of Genesys Cloud Architect flows, Inbound/Outbound routing, Predictive Routing, and automated Callback strategies.
- Telephony & Edge: Deep expertise in Genesys Cloud Voice, BYOC (Bring Your Own Carrier) cloud/premises deployments, Edge appliance pairing, and SIP/WebRTC trunking.
- Digital Channels: Support and configuration of Omnichannel Digital channels including Web Messaging, SMS (Alphanumeric SenderIDs), Email (Header parsing), and Social Media integrations.
- AI & Automation: Troubleshooting and optimization of Genesys AI tools, including Bot Flows (Bot Tran

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