Genesys Systems Engineer

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

📋 Description

• Provide assistance and support in maintaining the Genesys contact center platform.

• Help with the configuration, management, and ongoing optimization of contact center routing, IVR, and omnichannel workflows.

• Support omnichannel communication by integrating SMS, voice, and email.

• Develop a comprehensive understanding of Genesys flow logic and contribute to continuous enhancements.

• Implement straightforward features and scalable solutions to address business and technical challenges.

• Collaborate with cross-functional stakeholders to collect requirements and convert them into technical designs.

• Troubleshoot platform issues, assist in incident resolution, and ensure system health and stability.

• Monitor system performance and capacity effectively.

• Support integrations with the internal CRM and external tools.

• Partner with Salesforce colleagues on joint feature development.

⛳️ Requirements

• 2–4 years of experience in a related telecommunications role, such as a Genesys Administrator or Engineer.

• Preferred experience with Genesys Cloud CX.

• Strong technical proficiency in the Genesys platform, covering routing, basic API integrations, and omnichannel functionalities.

• Familiarity with digital campaign management, including SMS and email journeys, as well as autodialer campaign management.

• Good grasp of telecommunications concepts, WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing.

• Experience collaborating with technical support and telecom carriers to resolve P1/P2 incidents.

• Knowledge of Salesforce and experience integrating it with contact center systems.

• Proven ability to work directly with business stakeholders to gather requirements.

• Strong problem-solving and critical-thinking abilities for resolving platform issues.

• Excellent written and verbal communication skills.

• Authorization to work for any employer in Canada is required.

• Must not require sponsorship to work in Canada.

🏝️ Benefits

• 10% annual target bonus.

• Medical, dental, and vision coverage.

• Flexible time-off policy.

• Paid parental leave.

• RRSP match.

• Wellness reimbursement.

• Volunteering days.

• Annual professional development budget.

• Charitable donation match.

• Flexible working hours.

• Remote-first work flexibility.

• Ability to work from home, in the office, or a combination of both.

• Virtual and in-person team events.