Genesys Cloud CX Engineer (Charlotte)

We’re seeking a hands-on Genesys Cloud CX Engineer/Developer to support the design, development, and optimization of enterprise contact center solutions. This is an opportunity to work on customer-facing voice automation, conversational AI, call routing, and integrations within a complex enterprise environment. Key Responsibilities Design, develop, and maintain Genesys Cloud CX Architect flows, IVR solutions, voice bots, and conversational AI experiences. Configure and optimize call routing, queues, skills, transfers, and self-service workflows. Develop integrations using REST APIs, JSON, Data Actions, and enterprise backend systems. Monitor platform performance, configure analytics and reporting, and troubleshoot production issues. Improve system reliability through alerting, root-cause analysis, documentation, and ongoing optimization. Collaborate with business, engineering, infrastructure, and operations teams to deliver scalable solutions. Required Qualifications 5+ years of contact center technology experience, including 3+ years of hands-on Genesys Cloud CX development. Strong experience with Genesys Architect, IVR, voice bots, NLU, and virtual agent solutions. Experience with call routing, APIs, integrations, analytics, and production troubleshooting. Strong communication, documentation, and problem-solving skills. Ability to work independently while collaborating across technical teams. Preferred Qualifications Genesys Cloud CX certifications. Experience with AWS, Splunk, Dynatrace, CloudWatch, CI/CD, or similar monitoring and DevOps tools. Background supporting large-scale, highly available, or regulated enterprise environments. Location: Charlotte, NC Work Arrangement: Hybrid, 3 days onsite per week This role is ideal for someone who enjoys hands-on development, solving complex contact center challenges, and improving customer experiences through voice automation and conversational AI. Optomi