Overview
The Solutions Engineer - Genesys Cloud role involves designing and implementing advanced customer interaction solutions using Genesys Cloud technology, including voice, chat, and AI features. The contractor will collaborate with a dedicated consulting squad to deliver a comprehensive implementation project for a high-profile client, shaping customer experiences through automation and innovative design. This fully remote position focuses on hands-on delivery and requires technical expertise in Genesys Cloud applications.
Responsibilities
- Design and build customer interaction flows using Genesys Architect across voice, chat, email, and messaging.
- Implement chatbot features and AI capabilities to create scalable customer journeys.
- Develop APIs and integrations to third-party platforms and backend systems.
- Support deployments using DevSecOps practices and tools like Terraform.
- Troubleshoot complex issues related to SIP, IVR, and call routing.
- Collaborate with product owners and stakeholders to shape the solution from end-to-end.
- Lead technical delivery within an Agile squad and contribute to Agile ceremonies.
- Create documentation and facilitate knowledge transfer across the team.
Requirements
- Proven experience with Genesys Cloud implementation, focusing on voice, chatbots, and messaging.
- Ideally possess Genesys Cloud Professional Certification (GCP) and at least one Specialist Certification.
- Strong background in Architect design for voice, messaging, and omnichannel flows.
- Hands-on experience with APIs, REST services, and system integration.
- Knowledge of SIP, telephony systems, and contact centre infrastructure.
- Familiarity with Terraform or Genesys CX as Code is a plus.
- Comfortable working in Agile teams and applying a DevSecOps approach.
- Effective communication and collaboration skills with a strong troubleshooting ability.