Genesys Engineer (Architect Development & Call Flow Design

Summary: The Genesys Engineer role focuses on Architect Development and Call Flow Design, requiring extensive experience in designing, building, and maintaining complex call flows within Genesys Cloud. The position involves scripting, API integrations, and operational support, emphasizing collaboration with stakeholders to translate requirements into technical solutions. Candidates should possess strong analytical skills and a deep understanding of contact center technologies. This is a contract position based in the USA, offering remote work flexibility.

Key Responsibilities:

• Design, build, test, and maintain complex inbound Architect call flows within Genesys Cloud.
• Develop and maintain reusable common modules to standardize business logic and improve scalability.
• Create dynamic call routing solutions based on business rules, customer data, schedules, skills, and priorities.
• Implement advanced IVR functionality including self-service automation, menu structures, secure data collection, and callback solutions.
• Troubleshoot and optimize Architect flows for performance, error handling, and customer experience improvements.
• Document flow logic, variables, reusable modules, and deployment standards.
• Collaborate with business stakeholders to gather requirements and translate them into technical call flow solutions.
• Develop and maintain Genesys Cloud Scripts for agent interactions and guided workflows.
• Configure dynamic scripting functionality tied to call attributes, data actions, and CRM integrations.
• Improve agent efficiency and consistency through streamlined script design.
• Troubleshoot script rendering, permissions, and integration-related issues.
• Support scripting enhancements for inbound, outbound, and blended environments.
• Build and maintain custom Data Actions using REST APIs and web services.
• Configure translation maps, success templates, request templates, and response mappings.
• Integrate external systems such as CRMs, databases, authentication platforms, payment systems, and third-party services.
• Troubleshoot API connectivity, authentication, timeout handling, and schema validation issues.
• Develop scalable integration patterns and reusable API components.
• Work closely with development teams and vendors to support enterprise integration initiatives.
• Configure and support integrations between Genesys Cloud and third-party platforms.
• Support Salesforce, workforce management, reporting, and analytics integrations.
• Assist with SSO, OAuth, and authentication-related configurations.
• Implement automation and orchestration solutions to improve operational efficiency.
• Support deployment and migration activities for Genesys Cloud environments.
• Participate in incident response and root cause analysis activities.
• Maintain technical documentation and operational standards.
• Provide support for production releases and change management activities.

Key Skills:

• 3+ years of experience with Genesys Cloud administration and engineering.
• Strong hands-on experience with Architect inbound flows and common modules.
• Experience building and supporting Genesys Cloud Scripts.
• Experience developing and troubleshooting Data Actions.
• Experience working with REST APIs and third-party integrations.
• Understanding of contact center routing concepts, queues, skills, and user management.
• Experience troubleshooting call flows, integrations, and authentication issues.
• Strong analytical and problem-solving skills.
• Excellent communication and documentation abilities.
• Experience with C# development preferred.
• Experience with Salesforce integrations and Service Cloud Voice preferred.
• Experience with OAuth, SSO, and identity management platforms.
• Experience with AWS, Azure, or cloud-based infrastructure services.
• Familiarity with JavaScript, JSON, and API development concepts.
• Experience supporting enterprise contact center environments.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT