Senior Genesys Systems Engineer

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

📋 Description

• Serve as a shared owner and the leading subject matter expert and system administrator for the Genesys contact center platform.

• Configure, manage, and continuously enhance contact center routing, IVR, and omnichannel workflows.

• Oversee and optimize integrated SMS, voice, and email communications.

• Develop expertise in Genesys flow logic.

• Design and implement scalable solutions to intricate business and technical challenges.

• Collect requirements from cross-functional stakeholders and convert them into technical designs within the Genesys framework.

• Diagnose advanced platform issues and manage complex incidents.

• Ensure the long-term health and stability of the system.

• Monitor system performance and capacity.

• Lead integrations with the internal CRM and third-party applications.

• Collaborate with Salesforce colleagues to co-develop features.

⛳️ Requirements

• Over 5 years of substantial experience as a Genesys Administrator, Engineer, or Architect.

• Prior experience with Genesys Cloud CX is highly preferred.

• Profound technical knowledge of the Genesys platform, including solution architecture, advanced routing, API integrations, and omnichannel functionalities.

• Experience in creating and maintaining complex automated multichannel, multitouchpoint SMS and email journeys.

• Background in implementing intricate if/then logic based on CRM field values to initiate, pause, and cancel cadences.

• Capability to coordinate campaign journeys with the marketing team to prevent overlaps.

• Experience managing autodialer campaigns, including creating, recycling, and filtering multiple campaigns at once.

• Familiarity with Predictive Engagement features in Genesys to trigger outreach.

• Advanced understanding of telecom concepts, WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing.

• Demonstrated experience collaborating with Genesys Support, telecom carriers, and third-party vendors to resolve P1/P2 incidents under stringent SLAs.

• Strong knowledge of Salesforce, specifically Salesforce Omnichannel and Salesforce Voice.

• Proven experience integrating Salesforce systems with Genesys.

• Extensive experience managing and troubleshooting complex SMS, voice, and email omnichannel environments.

• Demonstrated ability to gather requirements from business stakeholders and design technical solutions for complex operational challenges.

• Strong problem-solving and critical-thinking capabilities.

• Exceptional written and verbal communication skills, including the ability to convey technical concepts to non-technical stakeholders.

🏝️ Benefits

• Flexible hours.

• Flexible work location: work from home, in the office, or a blend of both.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Flexible time-off policy.

• Paid parental leave.

• RRSP match.

• Wellness reimbursement.

• Volunteering days.

• Annual professional development budget.

• Charitable donation match.

• Virtual and in-person team events and opportunities to celebrate team achievements.

• Comprehensive total rewards package.

• Potential additional 10% annual bonus.