Design, implement, and manage IVR flows, contact routing, and queue structures using Genesys Cloud Architect for inbound/outbound calls, email, and SMS
Perform full platform administration, including users, campaigns, scripts, prompts, and permissions
Develop and maintain custom integrations with internal systems and third-party applications using Genesys Cloud APIs (RESTful), webhooks, and secure connectivity protocols such as OAuth
Configure and optimize data actions, reporting, and contact center features to support business teams
Create and update campaigns and contact lists for outbound operations
Contribute to Agile ceremonies (sprint planning, code reviews, retrospectives) and maintain documentation for workflows, integration patterns, and deployment processes
Troubleshoot complex issues across voice technology, routing logic, and integration points

5+ years of experience in contact center engineering, with at least 3+ years in Genesys Cloud (formerly PureCloud)
Deep understanding of Genesys Cloud architecture, administration, and best practices
Strong experience with call flow design, queue/campaign management, user and access controls, and system prompts/scripts
Proficiency in API integrations, including OAuth for secure communication
Development experience with Java/REST APIs, JSON/XML, and SQL
Familiarity with cloud platforms (AWS/Azure) and DevOps tools such as Terraform/Archy
Strong troubleshooting, multitasking, and analytical skills in a high-demand enterprise environment
Ability to collaborate with stakeholders, manage priorities, and deliver solutions across multiple initiatives

medical/prescription drug coverage (with a Health Savings Account feature)
dental and vision options
employee and spouse/child life insurance
short and long-term disability protection
401(k) with PNC match
pension and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust wellness program with financial incentives
maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
between 15 to 25 vacation days each year, depending on career level; and years of service

Senior Software Engineer – Genesys Cloud, IVR, Contact Center

Key skills