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