Senior Genesys Cloud Engineer

• Design, develop, configure, and maintain Genesys Cloud CX solutions
• Align solutions with technical and customer requirements
• Design and optimize interaction flows in Genesys Cloud Architect, including IVR, ACD, queues, bots, omnichannel interactions, callbacks, and social messaging
• Configure and optimize Genesys Cloud routing, including queues, skills, schedules, and routing rules
• Develop and maintain integrations with external systems using Genesys Cloud Platform APIs, webhooks, and Data Actions for REST/JSON APIs
• Develop and maintain Outbound Dialing configurations, including Predictive, Progressive, and Preview Campaigns
• Configure recording and quality management capabilities
• Implement conversational automation using Dialog Engine Bot Flows and third-party bots through Bot Connector
• Configure Genesys Cloud analytics, dashboards, and reporting solutions
• Provide Level 2/3 technical support for incidents and service requests
• Collaborate with technical and business teams to deliver effective solutions

• 6+ years of experience designing, developing, configuring, and maintaining Genesys Cloud CX solutions
• English B2+ proficiency
• Spanish C1+ proficiency
• Hands-on experience with Genesys Cloud Architect, including call, messaging, IVR, and bot flows
• Hands-on experience with Genesys Cloud Platform APIs, including REST API integrations, queries, webhooks, and process automation
• Experience with Genesys Cloud Data Actions for integrating external REST/JSON APIs
• Experience configuring Genesys Cloud Outbound Dialing, including Predictive, Progressive, and Preview Campaigns
• Experience with Recording, Quality Management, Analytics, and Reporting, including recording configuration, tagging, quality assurance processes, dashboards, and Analytics APIs
• Nice to have: Experience with Genesys Dialog Engine Bot Flows and Bot Connector, including integrations with Google Dialogflow or AWS Lex
• Nice to have: Experience with Workforce Engagement Management (WEM), including schedules, skills, and workforce planning
• Ability to work Spanish business hours, 10:00 AM–6:00 PM Spain time

• Health insurance
• Language courses
• Relocation program
• Remote work flexibility / Work From Anywhere Culture
• Professional development opportunities
• Certification programs
• Mentorship and talent investment programs
• Internal mobility opportunities
• Internship opportunities
• Inclusive and supportive work environment
• Regular team-building company social events
• Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality