Senior Genesys Cloud Engineer

• Design, configure, and deploy IVR flows in Genesys Cloud Architect, including routing logic, customer identification and authentication, and pre-operator stages
• Lead the development and integration of the WhatsApp Business channel within Genesys Cloud, including templates, digital routing, and Business-Scoped User ID (BSUID) management
• Configure and optimize Outbound and Skill Based Dialling campaigns, including Fair Use compliance, dialling ratios, and agent-to-skill assignment
• Act as a technical reference for Marketing rollout initiatives, including campaign assignment, predictive and progressive dialling, contact list management, and contactability
• Contribute to Genesys Cloud integration architecture with internal applications using the Embeddable Framework, EventBridge, and APIs
• Provide functional and technical support for incidents and requests related to IVR, WhatsApp, and Outbound functionality
• Document solution designs, flows, and configurations and prepare technical deliverables, including manuals, diagrams, and test cases, in English and Spanish
• Define and apply best practices, configuration standards, and test plans for new platform developments
• Collaborate with Genesys, system integrators, and other vendors on incident resolution and evaluation of new platform features
• Work with Marketing, Operations, Development, and Platform teams to translate business requirements into technical solutions

• 6+ years of hands-on experience with Genesys Cloud CX in high-volume contact center environments
• Strong experience developing and configuring IVR flows with Genesys Cloud Architect
• Experience with Composer/ININ in Genesys OnPrem is relevant
• Hands-on experience integrating WhatsApp Business API with contact center platforms
• Expertise in Skill Based Dialling (SBD) and Outbound campaign management in Genesys Cloud, including Fair Use, dialling ratios, DNC lists, and contactability
• Hands-on experience with Genesys Cloud REST APIs, Data Actions, and webhooks
• Experience with digital channels, including chat and SMS, and digital routing/ACD configuration
• English B2+ proficiency
• Spanish C1+ proficiency
• Experience with Speech and Text Analytics and contactability dashboards is nice to have
• Knowledge of telephony regulatory frameworks, including STIR/SHAKEN, Ley SAC, and prefix regulations, is nice to have
• Official Genesys Cloud certifications, such as Genesys Cloud Certified Professional, are nice to have
• Experience with Genesys OnPrem to Genesys Cloud migration projects is nice to have
• Knowledge of conversational AI or AIOps solutions for IVR and voicebots, such as ElevenLabs or similar platforms, is nice to have
• Experience working with large-scale contact centers in the security, alarms, or subscription services sectors is nice to have

• 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
• Collaboration on impactful projects for top global clients
• Inclusive and supportive work environment with open communication
• Regular team-building company social events
• Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality