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We are hiring a Genesys Contact Center Analyst and Engineer to support and enhance the Genesys Cloud platform. These roles are key to ensuring performance, scalability, and alignment with business goals across international teams.

Key Responsibilities

Analyst Responsibilities

• Monitor and analyze platform performance and KPIs
• Recommend improvements to routing, IVR, and system configurations
• Collaborate with internal teams and suppliers to optimize operations
• Provide insights through reporting, documentation, and performance reviews
• Support incident, change, and lifecycle management processes

Engineer Responsibilities

• Design, implement, and maintain Genesys Cloud infrastructure
• Align platform architecture with evolving business needs
• Collaborate with global stakeholders and platform providers
• Establish technical standards and ensure scalable, resilient delivery
• Manage supplier performance and support operational functions

Requirements

• 3–5 years of experience with Genesys Cloud tools: Architect, Agent Scripter, CLI
• Strong knowledge of digital channels, WEM, analytics, AI, JSON, RegEx, APIs
• Proven expertise in platform design, optimization, and stakeholder collaboration
• Bachelor’s degree in IT, Business, Computer Science, or equivalent experience
• Genesys Certified Professional (GCP) preferred
• Fluent in English