Genesys Cloud CX Engineer :: Washington, DC (Remote)

Genesys Cloud CX Engineer

Location: Washington, DC (Remote) | Duration: 12 months

Role Summary:

The Genesys Cloud CX Engineer is responsible for configuring, implementing, and deploying Genesys Cloud contact center solutions. The focus is on building core contact center capabilities, including call flows, IVR, routing, queues, permissions, reporting, and basic telephony integration. The engineer collaborates with delivery teams and clients to support implementation activities, testing, and production readiness in a FedRAMP environment.

Key Responsibilities:

• Configure and implement Genesys Cloud CX solutions for core contact center functions.
• Support the build and deployment of a browser-based agent desktop.
• Assist with inbound and outbound voice routing, skills-based routing, and queue configuration.
• Support telephony setup, including carrier connectivity and SIP concepts.
• Participate in solution configuration, testing, issue resolution, and production stabilization.
• Collaborate with client stakeholders and delivery teams for a smooth transition into operations.
• Develop and maintain configuration documentation and support materials.
• Troubleshoot platform, routing, and telephony issues.
• Support reporting and operational visibility through standard Genesys Cloud capabilities.

Preferred Qualifications:

• Experience supporting contact center transformation or migration efforts.
• Consulting experience with clients or delivery teams.
• Genesys certifications preferred.
• Experience with government or regulated environments is a plus.

Education:

• Bachelor's degree.