Lead Genesys Cloud CX Engineer

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Description

We are looking for a skilled Lead Genesys Cloud CX Engineer to architect, build, configure and support customer experience and contact center solutions on the Genesys Cloud CX platform. In this position, you will create and architect flows, connect systems, set up routing strategies and safeguard optimal platform performance in alignment with business goals. Responsibilities Create and refine IVR/IVA flows through Genesys Architect Fine-tune call routing strategies, queues, skills, schedules and user setups Build bots via Genesys Dialog Engine (NLU/NLP) across voice and digital channels Develop automation workflows that leverage Genesys Cloud APIs, web services and 3rd-party integrations Set up telephony components such as SIP trunks, DID routing, Edge settings and station configurations Activate and maintain digital channels including chat, email, messaging and social media Roll out new features, improvements and platform updates within a continuous improvement approach Connect Genesys Cloud CX to external systems like CRM, ticketing and authentication platforms Partner with development teams to enable middleware or backend integrations Oversee performance, call flows, interaction paths and platform health Conduct root-cause analysis of call failures, routing issues and telephony problems Deliver L2/L3 technical support for incidents and coordinate with Genesys Care for escalations Produce dashboards and custom reports through Genesys Analytics Administer user roles, permiss

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