Senior Genesys Contact-Center Engineer

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

📋 Description

• Design, configure, develop, integrate, test, document, and maintain Genesys capabilities utilizing Genesys Cloud CX, including 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 functionalities.

• Convert business, mission, security, accessibility, and operational needs into effective technical solutions.

• Assist in platform architecture, backlog refinement, implementation planning, release readiness, and transition activities to production.

• Create reusable patterns, configuration standards, automation processes, documentation, and support protocols.

• Diagnose complex issues across platform configuration, coding, data, APIs, identity, security, performance, and user experience.

• Collaborate with teams focused on cybersecurity, privacy, data, infrastructure, quality assurance, and change management.

• Maintain technical documentation, including design choices, implementation notes, test evidence, and operational runbooks.

• Support the CRM, Integration, and Platform Services workforce and government clients in providing secure, reliable, accessible, and maintainable digital services.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Systems, Software Engineering, Data Analytics, Cybersecurity, or a related field, or equivalent professional experience.

• Over 6 years of experience in senior platform engineering or application development.

• Practical experience with Genesys implementation, configuration, development, integration, testing, or operations.

• Experience collaborating with Agile delivery teams and translating stakeholder requirements into sustainable technical results.

• Strong hands-on expertise in Genesys capabilities, implementation models, administration, development, integration, and lifecycle management.

• Capability to design and implement secure, maintainable, and upgrade-aware solutions.

• Experience with APIs, identity and access management, data handling, testing, monitoring, troubleshooting, and release coordination.

• Proficient in documenting technical designs, configuration choices, operational procedures, test outcomes, and associated risks.

• Excellent communication skills with government stakeholders, product owners, engineers, QA, cybersecurity, and operational teams.

• Eligibility to obtain a Public Trust clearance.

• Familiarity with DevSecOps practices, CI/CD pipelines, automated testing, infrastructure as code, or platform release automation.

• Understanding of federal security and compliance standards including NIST controls, FISMA, FedRAMP-authorized services, audit evidence, and least privilege principles.

• Experience enhancing platform governance, reuse, documentation, observability, and operational preparedness.

• Familiarity with Microsoft 365, ServiceNow, Atlassian, Snowflake, data catalog, CRM, or enterprise integration environments.

• Genesys Cloud CX certification, contact-center engineering certification, cloud certification, or comparable integration credential is preferred.

• Experience supporting federal government IT environments, Public Trust programs, or regulated enterprise delivery is desirable.

• Knowledge of Section 508, cybersecurity, auditability, data protection, and operational documentation standards is beneficial.

🏝️ Benefits

• Health, dental, and vision insurance.

• 401K plan with company matching.

• Flexible spending accounts.

• Paid holidays.

• Three weeks of paid time off.

• Competitive salary.

• Exceptional benefits package.