Genesys Cloud CX Engineer

Only W2

Only local to NJ office

No C/C is acceptable for this role

Not accepting third party employer assistance here

Genesys Cloud CX Engineer

Weehawken, NJ (Onsite)

Long-Term Consulting Opportunity

We are seeking an experienced Genesys Cloud CX Engineer to join a high-profile engagement supporting UBS. This role will be responsible for designing, developing, configuring, and optimizing customer experience and contact center solutions within the Genesys Cloud CX platform.

This is an excellent opportunity to work directly with enterprise-scale contact center environments, modern cloud technologies, and customer experience transformation initiatives.

Responsibilities

Genesys Cloud Design & Development

Design, develop, and enhance IVR and customer interaction flows using Genesys Architect

Build and optimize routing strategies including ACD, skills-based routing, preferred agent, and bullseye routing

Develop conversational bots utilizing Genesys Dialog Engine (NLU/NLP)

Create automation workflows leveraging Genesys Cloud APIs and third-party integrations

Platform Configuration & Administration

Configure and support telephony infrastructure including SIP trunks, DID routing, Edge devices, and station configurations

Implement and maintain digital channels including chat, email, messaging, and social media

Deploy new platform capabilities, enhancements, and updates

Integration & Automation

Integrate Genesys Cloud CX with CRM, ticketing, authentication, and enterprise systems

Develop solutions using REST APIs, JSON, webhooks, and event streams

Collaborate with development teams on middleware and backend integrations

Monitoring & Support

Monitor platform health, call flows, interaction paths, and performance metrics

Troubleshoot routing, telephony, and call flow issues

Provide L2/L3 support and coordinate escalations with Genesys Care

Analytics & Reporting

Develop dashboards and reporting solutions using Genesys Analytics

Analyze operational metrics including SLA, AHT, abandon rates, agent productivity, and customer experience KPIs

Identify opportunities for platform optimization and process improvement

Security & Governance

Manage user roles, permissions, and access controls

Support SSO integrations and compliance initiatives

Maintain security and data privacy standards

Required Qualifications

Technical Experience

3+ years of hands-on experience with Genesys Cloud CX

Strong expertise in:

Genesys Architect

IVR and call flow development

ACD and routing strategies

SIP telephony and trunking

Digital channels (chat, email, messaging)

Experience with:

REST APIs

JSON

Web Services

OAuth Authentication

SSO / Identity Providers (Azure AD, Okta, Ping, etc.)

Knowledge of cloud platforms (AWS and/or Azure)

Soft Skills

Preferred Certifications

Genesys Cloud CX Certified Professional (GCX-P)

Genesys Cloud Architect Certification

ITIL Foundation