Lead Genesys Cloud CX Engineer
⚲ Wroclaw
Do uzgodnienia
Wymagania
- IVR
- REST APIs
- Call Routing
- Genesys Cloud CX
- Genesys Architect
- SIP
- Genesys Dialog Engine
Opis stanowiska
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, permissions and access control while upholding SSO, data privacy and compliance standards
• Maintain documentation of configurations, flows, integrations and release changes
Requirements
• 5+ years of experience in Genesys Cloud CX engineering or development along with software development
• Expertise in Architect flow design spanning call flows, IVRs and bots
• Proficiency in routing strategies such as ACD, skills, preferred agent and bullseye
• Skills in telephony covering SIP, trunks and call control
• Competency in digital channels like chat, email and messaging
• Knowledge of REST APIs, JSON and web services
• Background in OAuth and SSO/IdP integrations such as Azure AD, Okta and Ping
• Understanding of cloud networking fundamentals with AWS or Azure preferred
• Strong problem-solving and analytical thinking paired with excellent communication skills for technical and business audiences
• Capability to thrive in fast-paced agile environments
• Genesys Cloud CX Certified Professional (GCX-P)
• Genesys Cloud Architect Certification
• ITIL Foundation
Nice to have
• Familiarity with AI-powered bots, sentiment analysis and speech analytics
• Background in contact center migrations such as Avaya, Cisco and Genesys Engage to Cloud CX
• Flexibility to use scripting languages including Python, PowerShell and JavaScript
We offer
• We gather like-minded people:Engineering community of industry professionals
• Friendly team and enjoyable working environment
• Flexible schedule and opportunity to work remotely within Poland
• Chance to work abroad for up to 60 days annually
• Business-driven relocation opportunities
• We provide growth opportunities:Outstanding career roadmap
• Leadership development, career advising, soft skills, and well-being programs
• Certification (GCP, Azure, AWS)
• Unlimited access to LinkedIn Learning, Get Abstract, Cloud Guru
• English classes
• We cover it all:Stable income (Employment Contract or B2B)
• Participation in the Employee Stock Purchase Plan
• Benefits package (health insurance, multisport, shopping vouchers)
• Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and more
• Referral bonuses
• Corporate, social and well-being events
• Please, note:The set of bonuses might vary based on the role you apply for – specifics will be discussed with our recruiter during the general interview.
• We will reach out to selected candidates exclusively.
EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
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, permissions and access control while upholding SSO, data privacy and compliance standards
• Maintain documentation of configurations, flows, integrations and release changes
Requirements
• 5+ years of experience in Genesys Cloud CX engineering or development along with software development
• Expertise in Architect flow design spanning call flows, IVRs and bots
• Proficiency in routing strategies such as ACD, skills, preferred agent and bullseye
• Skills in telephony covering SIP, trunks and call control
• Competency in digital channels like chat, email and messaging
• Knowledge of REST APIs, JSON and web services
• Background in OAuth and SSO/IdP integrations such as Azure AD, Okta and Ping
• Understanding of cloud networking fundamentals with AWS or Azure preferred
• Strong problem-solving and analytical thinking paired with excellent communication skills for technical and business audiences
• Capability to thrive in fast-paced agile environments
• Genesys Cloud CX Certified Professional (GCX-P)
• Genesys Cloud Architect Certification
• ITIL Foundation
Nice to have
• Familiarity with AI-powered bots, sentiment analysis and speech analytics
• Background in contact center migrations such as Avaya, Cisco and Genesys Engage to Cloud CX
• Flexibility to use scripting languages including Python, PowerShell and JavaScript
We offer
• We gather like-minded people:Engineering community of industry professionals
• Friendly team and enjoyable working environment
• Flexible schedule and opportunity to work remotely within Poland
• Chance to work abroad for up to 60 days annually
• Business-driven relocation opportunities
• We provide growth opportunities:Outstanding career roadmap
• Leadership development, career advising, soft skills, and well-being programs
• Certification (GCP, Azure, AWS)
• Unlimited access to LinkedIn Learning, Get Abstract, Cloud Guru
• English classes
• We cover it all:Stable income (Employment Contract or B2B)
• Participation in the Employee Stock Purchase Plan
• Benefits package (health insurance, multisport, shopping vouchers)
• Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and more
• Referral bonuses
• Corporate, social and well-being events
• Please, note:The set of bonuses might vary based on the role you apply for – specifics will be discussed with our recruiter during the general interview.
• We will reach out to selected candidates exclusively.
EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
🔍 Dekoder Ogłoszenia
🔴
architect, build, configure and support customer experience and contact center solutions on the Genesys Cloud CX platform
Oczekuje się, że będziesz odpowiedzialny za cały cykl życia rozwiązań Genesys Cloud CX, od projektowania po utrzymanie.
🔴
safeguard optimal platform performance in alignment with business goals
Twoim zadaniem będzie nie tylko techniczne utrzymanie platformy, ale także zapewnienie, że działa ona zgodnie z celami biznesowymi, co może wymagać kompromisów.
🔴
Roll out new features, improvements and platform updates within a continuous improvement approach
Może oznaczać częste wdrażanie zmian i aktualizacji, wymagające elastyczności i gotowości na nieprzewidziane problemy.
🟡
Partner with development teams to enable middleware or backend integrations
Będziesz musiał ściśle współpracować z innymi zespołami, co może oznaczać konieczność dostosowania się do ich harmonogramów i priorytetów.
🔴
Deliver L2/L3 technical support for incidents and coordinate with Genesys Care for escalations
Oczekuje się, że będziesz rozwiązywał poważne problemy techniczne i będziesz punktem kontaktowym dla eskalacji, co może wiązać się z presją czasu i odpowiedzialnością.