Genesys Communications Engineer

We are looking for a Genesys Communications Engineer to work for our client. The ideal candidate aligns with the responsibilities and qualifications outlined below.

About the Role

Our client is seeking a Genesys Communications Engineer with hands-on experience in Genesys Cloud, API integrations, and software integration work. This fully remote role (within Ohio) supports contact center functionality, system enhancements, automation, and cross-platform connectivity to improve customer engagement workflows and overall system performance.

Responsibilities

Configure, maintain, and optimize Genesys Cloud applications, routing logic, IVR flows, queues, and user profiles

Develop and support API integrations between Genesys and external systems (REST, JSON, webhooks)

Build and maintain software integrations connecting communication systems with CRMs, ticketing tools, and internal platforms

Troubleshoot contact center issues related to routing, call flows, integrations, user setups, and system performance

Support implementation of new features including workforce engagement, reporting/analytics, and automation tools

Partner with IT, operations, and business stakeholders to translate requirements into technical designs

Ensure system reliability, uptime, and performance metrics align with SLAs

Provide documentation, best practices, and training support for internal teams

Collaborate on continuous improvement initiatives to strengthen the contact center technology stack Qualifications

2-3 years of hands-on Genesys experience (Genesys Cloud preferred; Engage acceptable)

2-3 years of API experience (REST APIs, JSON, webhooks, tokens, authentication methods)

2-3 years of software integration experience, ideally in contact center or enterprise app environments

Experience with Microsoft tools, including PowerShell, Power Automate, Azure AD, Teams, and Office 365

Understanding of call routing, IVR design, and cloud telephony concepts

Strong troubleshooting skills across systems, integrations, and user environments

Ability to work independently in a fully remote capacity within Ohio

Preferred: Experience with cloud platforms (AWS/Azure), data flows, or scripting languages (Python, JavaScript) What Our Client Offers

Competitive compensation and annual bonus potential

Fully remote work for Ohio-based employees

Professional development and certification support (Genesys Cloud, Azure, Microsoft stack)

Collaborative culture with strong IT and business partnership