Sr. Contact Center Engineer

Sr. Contact Center Engineer (Genesys)
Location: 100% Remote (US Only)
Compensation: $125,000-$140,000
Reports to: Technology

The Sr. Contact Center Engineer for Genesys Cloud plays a critical role in driving enablement across the organization through this new contact center suite of products. You should be Genesys Cloud certified with strong expertise in the configuration, maintenance and optimization of Genesys Cloud Contact Center solutions with direct experience in CTI integration with Salesforce. This role seeks a self-motivated professional with hands-on experience in Genesys Cloud and a strong understanding of contact center solutions adept at translating business requirements into technical requirements and implementation. The ability to demonstrate solutions capabilities into non-technical leaders and users with relatable business use cases is a must for success. Sr. Contact Center Engineer is responsible for designing, implementing, and maintaining robust, scalable, and secure contact center solutions and integrations that support the organization's operational and strategic goals.

What you will do:

• Configure and maintain Genesys Cloud components (IVR, routing, bots, voice, chat, email).

• Perform troubleshooting, updates, and patching of Genesys Cloud environments.

• Collaborate with cross-functional teams to ensure seamless integration and performance.

• Provide support for CTI integration with Salesforce Sales Cloud and Service Cloud.

• Monitor system performance and implement optimizations for high availability.

• Develop and maintain documentation for configurations and procedures.

• Train internal teams or clients on Genesys Cloud usage and best practices.

• Stay current with Genesys Cloud updates, features, and industry trends.

• Ensure compliance with relevant laws and industry standards.

• Resolve issues related to service delivery independently.

• Other duties as assigned.

What you will bring:

• Strong experience in cloud contact center environments, ideally with healthcare experience.

• Genesys Cloud Certification required.

• Must be hands-on with direct experience on Genesys Cloud.

• Strong understanding of voice/UC technologies and PCCE support.

• Must have CTI integration experience ideally with Salesforce.

• Must be an independent self-starter possessing excellent time management skills and be able to manage multiple implementation activities simultaneously.

• Ability to operate with minimal guidance; must be able to exercise sound judgment and decision-making in challenging situations.

• Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment.

• Strong troubleshooting and problem-solving skills.

• Ability to analyze complex technical issues and devise effective solutions.

• Skill in managing projects, including planning, execution, and monitoring, to meet deadlines and objectives.

• Strong verbal and written communication skills, capable of conveying technical information to non-technical stakeholders.

• Ability to work effectively in a team, collaborating with other professionals and business stakeholders.

• Ability to adapt to new technologies and changing business requirements.

• Commitment to continuous learning and staying up to date with the latest developments in technologies and best practices.

• Ability to produce clear and comprehensive technical documentation for system configurations, procedures, and service records.

• Ability to provide excellent customer service, understanding the needs of end users and stakeholders to deliver effective solutions.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.

• 4+ years of experience in cloud contact center environments.

• Genesys Cloud Certification required.

• Minimum 3+ years of hands-on experience with Genesys Cloud.

• Strong understanding of voice/UC technologies and PCCE support.

• Experience with Active Directory.

Compensation and Benefits:

Along with competitive pay, full-time employees are eligible for the following benefits:

• Healthcare: PPO and HSA plans

• Retirement: 401(k) with up to 3% employer match

• Flexible Spending: Health Savings Account (HSA) & Flexible Spending Accounts (FSA)

• Paid Time Off: 30 Days Paid Time Off (PTO), plus 12 paid holidays, including Christmas closure

• Insurance: Short and Long-Term Disability, Life Insurance

• Family & Medical Leave: Paid Parental Leave, Military Leave, and Bereavement Leave

• Other Benefits: Employee discounts, Jury Duty Pay, Time-Off to Vote, and more

This position is NOT APPLICABLE to residents of: Alabama, California, Colorado, Kentucky, Montana, New York, North Dakota, Ohio, Oregon, Washington, Wyoming.

Served With Honor is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, marital status, disability or any other basis prohibited by law.