Lead Genesys Cloud CX Engineer

About the Position

We are seeking a skilled Lead Genesys Cloud CX Engineer to architect, build, configure, and support customer experience and contact center solutions on the Genesys Cloud CX platform. In this position, you will create and architect flows, connect systems, set up routing strategies, and safeguard optimal platform performance in alignment with business goals.

Responsibilities

• Create and refine IVR/IVA flows through Genesys Architect
• Fine-tune call routing strategies, queues, skills, schedules, and user setups
• Build bots via Genesys Dialog Engine (NLU/NLP) across voice and digital channels
• Develop automation workflows that leverage Genesys Cloud APIs, web services, and 3rd-party integrations
• Set up telephony components such as SIP trunks, DID routing, Edge settings, and station configurations
• Activate and maintain digital channels including chat, email, messaging, and social media
• Roll out new features, improvements, and platform updates within a continuous improvement approach
• Connect Genesys Cloud CX to external systems like CRM, ticketing, and authentication platforms
• Partner with development teams to enable middleware or backend integrations
• Oversee performance, call flows, interaction paths, and platform health
• Conduct root-cause analysis of call failures, routing issues, and telephony problems
• Deliver L2/L3 technical support for incidents and coordinate with Genesys Care for escalations
• Produce dashboards and custom reports through Genesys Analytics
• Administer user roles, permissions, and access control while upholding SSO, data privacy, and compliance standards
• Maintain documentation of configurations, flows, integrations, and release changes

Requirements

• 5+ years of experience in Genesys Cloud CX engineering or development along with software development
• Expertise in Architect flow design spanning call flows, IVRs, and bots
• Proficiency in routing strategies such as ACD, skills, preferred agent, and bullseye
• Skills in telephony covering SIP, trunks, and call control
• Competency in digital channels like chat, email, and messaging
• Knowledge of REST APIs, JSON, and web services
• Background in OAuth and SSO/IdP integrations such as Azure AD, Okta, and Ping
• Understanding of cloud networking fundamentals with AWS or Azure preferred
• Strong problem-solving and analytical thinking paired with excellent communication skills for technical and business audiences
• Capability to thrive in fast-paced agile environments
• Genesys Cloud CX Certified Professional (GCX-P)
• Genesys Cloud Architect Certification
• ITIL Foundation

Nice to Have

• Familiarity with AI-powered bots, sentiment analysis, and speech analytics
• Background in contact center migrations such as Avaya, Cisco, and Genesys Engage to Cloud CX
• Flexibility to use scripting languages including Python, PowerShell, and JavaScript

We Offer

• Competitive salary
• Opportunity to work in a hybrid model
• Professional growth and development opportunities

About the Company

EPAM Systems is a global software engineering and product development company that partners with the world’s leading brands to deliver high-quality software solutions. We are committed to innovation, excellence, and delivering outstanding customer experiences.