Genesys Cloud Engineer

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Deliver L2 support and troubleshooting for Genesys Cloud CX within production settings.

• Manage incidents from the initial investigation through to resolution, escalation, and follow-up.

• Administer and set up users, permissions, queues, skills, routing, and standard platform configurations.

• Configure and troubleshoot both inbound and outbound contact center functionalities.

• Design, modify, and resolve issues with IVR and call flows utilizing Genesys Architect.

• Examine complex problems using logs, traces, configurations, platform data, and other technical evidence.

• Troubleshoot ACD, SIP, RTP, VoIP, DNS, and TCP/IP problems in collaboration with relevant technical teams.

• Analyze recurring incidents to identify improvements in platform, configuration, and support processes.

• Maintain technical documentation, incident logs, and knowledge-base resources.

• Collaborate with customers, operational teams, engineers, and technical stakeholders on a global scale.

• Contribute to the enhancement of Genesys Cloud and customer projects, taking responsibility for increasingly complex solutions.

• Support integrations, APIs, automation, and workflows between systems.

• Share knowledge and nurture Genesys Cloud capabilities within the team.

• Stay updated with Genesys Cloud features, contact center technologies, and AI-driven capabilities.

⛳️ Requirements

• Over 3 years of practical experience in Genesys Cloud CX or a closely related Genesys/contact center technology environment.

• Demonstrated experience as an L2 support or engineering resource in a production setting.

• Robust hands-on experience with Genesys Cloud administration and configuration.

• Practical skills in configuring and managing users and permissions, queues and skills, routing, IVR and call flows, as well as inbound and outbound setups.

• Strong knowledge of ACD, SIP, RTP, and VoIP technologies.

• Good understanding of DNS, TCP/IP, and networking principles.

• Capability to independently investigate incidents utilizing logs, traces, configurations, and platform data.

• Strong troubleshooting and analytical abilities.

• Excellent sense of ownership and accountability for incidents, technical tasks, and customer concerns.

• Outstanding communication and documentation skills.

• Proficient command of the English language.

• Ability to work autonomously and escalate complex issues as needed.

• Interest in advancing towards Genesys engineering, integrations, automation, and customer solution delivery.

• Enthusiasm for continuous learning and collaborative efforts in a global environment.

• Team-oriented mindset.

• Advantageous: Experience with Salesforce or CRM integrations, particularly Microsoft Dynamics.

• Advantageous: Familiarity with Genesys Cloud APIs, Data Actions, REST APIs, JSON, and OAuth.

• Advantageous: Knowledge of workflow and system-to-system automation.

• Advantageous: Proficiency in PowerShell, Python, JavaScript, or similar scripting languages.

• Advantageous: Experience with Azure Logic Apps, Power Automate, middleware, or iPaaS technologies.

• Advantageous: Familiarity with Genesys reporting and analytics, WEM, or Quality Management.

• Advantageous: Experience with AI-driven contact center technologies.

• Advantageous: Exposure to enterprise application integrations and customer-specific technical solutions.

• Advantageous: Genesys Cloud certification.

• Advantageous: Experience with Genesys Engage along with meaningful Genesys Cloud experience.

🏝️ Benefits

• Flexible work arrangement: work fully remotely from any EU country on a freelance/B2B contract or join the Sofia, Bulgaria office under a local employment contract with a comprehensive social welfare package.

• Autonomy: a workplace where your technical insights are valued, allowing you to manage your work-life balance.

• Growth: a tailored career development program; learn from experts, enhance your skills, and engage across various industries.

• Global atmosphere: a diverse, dynamic, and remote-first work environment.

• Connectivity Support: home office allowance provided.

• Total Rewards: competitive remuneration with paid time off.

• Community: opportunities for team gatherings and networking events.

• Discounted WN LAB Hotel single apartments starting from 660 EUR/month, with utilities and cleaning included.

• A workplace committed to diversity, social equity, and inclusion.