Genesys Cloud Engineer

• Provide L2 support and troubleshooting for Genesys Cloud CX in production environments
• Own incidents from initial investigation through resolution, escalation, and follow-up
• Administer and configure users, permissions, queues, skills, routing, and standard platform settings
• Configure and troubleshoot inbound and outbound contact center functionality
• Design, modify, and troubleshoot IVR and call flows using Genesys Architect
• Investigate complex issues using logs, traces, configuration, platform data, and other technical evidence
• Troubleshoot ACD, SIP, RTP, VoIP, DNS, and TCP/IP issues with relevant technical teams
• Analyze recurring incidents and identify platform, configuration, and support-process improvements
• Maintain technical documentation, incident records, and knowledge-base materials
• Collaborate with customers, operational teams, engineers, and technical stakeholders internationally
• Contribute to Genesys Cloud improvement and customer projects, taking ownership of increasingly complex solutions
• Support integrations, APIs, automation, and system-to-system workflows
• Share knowledge and develop Genesys Cloud capabilities within the team
• Stay current with Genesys Cloud features, contact center technologies, and AI-enabled capabilities

• 3+ years of hands-on experience in Genesys Cloud CX or a closely related Genesys/contact center technology environment
• Proven experience working as an L2 support or engineering resource in a production environment
• Strong hands-on experience with Genesys Cloud administration and configuration
• Practical experience configuring and managing users and permissions, queues and skills, routing, IVR and call flows, and inbound and outbound configurations
• Strong understanding of ACD, SIP, RTP, and VoIP
• Good understanding of DNS, TCP/IP, and networking fundamentals
• Ability to independently investigate incidents using logs, traces, configuration, and platform data
• Strong troubleshooting and analytical skills
• Strong ownership and accountability for incidents, technical tasks, and customer issues
• Excellent communication and documentation skills
• Good command of English
• Ability to work independently and escalate complex issues appropriately
• Interest in developing into Genesys engineering, integrations, automation, and customer solution delivery
• Passion for continuous learning and collaboration in a global setting
• Team player mentality
• Advantage: Salesforce or CRM integrations, especially Microsoft Dynamics
• Advantage: Genesys Cloud APIs, Data Actions, REST APIs, JSON, and OAuth
• Advantage: workflow and system-to-system automation
• Advantage: PowerShell, Python, JavaScript, or similar scripting
• Advantage: Azure Logic Apps, Power Automate, middleware, or iPaaS technologies
• Advantage: Genesys reporting and analytics, WEM, or Quality Management
• Advantage: AI-enabled contact center technologies
• Advantage: enterprise application integrations and customer-specific technical solutions
• Advantage: Genesys Cloud certification
• Advantage: Genesys Engage with meaningful Genesys Cloud experience

• Flexible work setup: work fully remotely from any country in the EU on a freelance/B2B contract, or join the Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package
• Autonomy: an environment where your technical vision matters, and you own your work-life balance
• Growth: a personalized career development program; learn from experts, expand your craft, and work across industries
• Global vibe: an international, dynamic, remote-first workplace
• Connectivity Support: home office allowance
• Total Rewards: paid time off and competitive remuneration
• Community: team get-togethers and networking events
• Discounted WN LAB Hotel single apartments starting from 660 EUR/month, with utilities and cleaning included
• Diversity, social equity, and inclusion-focused workplace