Job Description

Hi Greetings from OpenKyber! We are seeking an experienced Genesys Cloud Contact Center Engineer (SME/Tier IV) to design, implement, support, and optimize enterprise contact center solutions built on Genesys Cloud CX. This role involves advanced troubleshooting, system integration, automation, and collaboration with cross-functional teams to ensure high availability and performance of contact center services.

Position Title: Genesys Cloud Contact Center Engineer SME/Tier IV

Location: Remote (US Region Only, Eastern Time)

Duration: 12 Month Contract with possible renewal

Tax: W2, 1099

Job Description Key Responsibilities

• Design, configure, and maintain contact center solutions within Genesys Cloud CX.
• Manage call flows, Architect flows, routing, queues, and user provisioning.
• Implement IVR solutions, ACD strategies, and omnichannel capabilities (voice, chat, email, messaging).
• Act as the escalation point for complex production issues.
• Perform root cause analysis and implement permanent fixes.
• Monitor system performance, availability, and reliability.
• Develop and maintain integrations using REST APIs and web services.
• Work with tools like Salesforce, ServiceNow, or other CRMs.
• Automate workflows using scripting (Python, JavaScript).
• Integrate third-party systems (WFM, speech analytics, bots).
• Configure SIP trunks, telephony carriers, and BYOC deployments.
• Work with cloud platforms such as Amazon Web Services or Microsoft Azure.
• Ensure secure and scalable architecture.
• Implement CI/CD pipelines for contact center configurations.
• Use version control tools (e.g., Git).
• Automate deployment and configuration management.
• Ensure adherence to security standards and compliance requirements.
• Implement role-based access control and data protection policies.
• Create and maintain technical documentation and runbooks.
• Collaborate with architects, developers, QA, and business stakeholders.
• Provide mentorship to Tier I/II engineers.

Required Skills & Qualifications

• Strong hands-on experience with Genesys Cloud CX.
• Expertise in IVR design, call routing, and Architect flows.
• Experience with APIs, webhooks, and integrations.
• Knowledge of SIP, VoIP, and telephony protocols.
• Familiarity with cloud environments (AWS/Azure).
• Scripting/programming (Python, JavaScript, or similar).
• 5+ years in contact center technologies.
• 3+ years specifically with Genesys Cloud or similar platforms.
• Preferred certifications: Genesys Cloud CX certifications, Cloud certifications (AWS/Azure).

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management.
• Ability to work in a fast-paced, 24/7 support environment.
• Leadership and mentoring capability.

Nice-to-Have

• Experience with Workforce Management (WFM) tools.
• Knowledge of AI bots and conversational platforms.
• Exposure to speech analytics and reporting tools.

For applications and inquiries, contact: hirings@openkyber.com

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