Genesys SubCon-CGEMJP00353135-Senior Software engineer - Squad 6(PLATFORM)

Description and Location

Software Engineer – Platform Squad

Role Summary
We are looking for a Software Engineer with expertise in contact center technologies, telephony integrations, and cloud-based customer experience platforms. The role involves implementing, integrating, administering, and supporting Cresta and related contact center solutions while collaborating with business, engineering, and vendor teams to deliver scalable and reliable customer engagement capabilities.

Key Responsibilities

· Configure, administer, and support Cresta and contact center platforms.

• Design, troubleshoot, and maintain CTI, SIP, Client, IVR, and call routing integrations.
• Develop and support integrations with enterprise platforms, APIs, root systems, and cloud services.
• Manage user administration, platform governance, and operational support.
• Implement and validate end-to-end customer interaction workflows across voice and digital channels.
• Monitor platform health, troubleshoot issues, and optimize solution performance.
• Collaborate with stakeholders, vendors, and cross-functional teams to deliver enhancements and operational excellence.

Required Skills

· Strong experience with contact center SaaS and on-premises platforms.

• Hands-on experience with Cresta, Genesys PureEngage, or similar contact center solutions.
• Expertise in CTI, SIP, Client integrations, IVR flows, call routing, and telephony architectures.
• Experience with cloud platforms, preferably Google Cloud Platform (GCP).
• Knowledge of Google CCAI, Google AI Agents, agent-assist, or conversational AI technologies.
• Strong API integration and enterprise system integration experience.
• Proficiency in one or more scripting/programming languages: Python, PowerShell, Java, JavaScript, or TypeScript.
• Experience with Infrastructure as Code (IaC) and automation practices.
• Familiarity with monitoring, logging, and observability tools.
• Understanding of omnichannel customer engagement and messaging solutions.

Preferred Skills

· Experience with Quality Management (QM) platforms.

• Knowledge of contact center analytics and reporting solutions.
• Exposure to Citrix and enterprise root platforms.
• Strong troubleshooting, analytical, and stakeholder management skills.

Education

· Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.