Senior Telecom Engineer (Genesys Cloud)

About the role

As a Senior Genesys Cloud Engineer you will design, implement and maintain contact‑center and unified‑communication platforms for a global client base. You will focus on Genesys Cloud CX and additional UC solutions, ensuring high availability, security and performance.

Key responsibilities

• Identify, examine and resolve moderately complex issues in business communication systems.
• Provide high‑level technical consultation and configuration programming support to internal and external customers worldwide.
• Lead projects and act as technical lead on telecom‑driven initiatives, coordinating with stakeholders and partners.
• Deliver remote and onsite implementations, demonstrations and solution hand‑overs.
• Handle technical escalations, meet service‑level targets across ticketing queues and ensure timely escalation when needed.
• Create job aids, MOPs and conduct training/knowledge transfers for new joiners and external teams.

Required profile

• 5‑8+ years of experience with Genesys Cloud in the contact‑center industry.
• 5‑7 years of experience on other telephony platforms.
• Proven ability to support global customers in a 24/7 environment and work with PCI/HIPAA security requirements.
• Strong understanding of ITIL service delivery, SLA management and capacity planning.

Required skills

• Genesys Cloud platform, SIP trunking (private/public) and third‑party ACD integration.
• ITIL framework, PCI and HIPAA compliance.
• API integration, Active Directory, CRM and ERP connectivity.
• Networking fundamentals: TCP/IP, SIP, WAN, CDN.
• Software architecture, integration capabilities and data modeling.