Sr Genesys Cloud Integration Engineer - Customer Experience & AI

Sr Genesys Cloud Integration Engineer - Custom

Position Overview:

The Senior Genesys Cloud Integration Engineer will design, configure, and implement integrations that connect web applications, mobile applications, chat experiences, virtual assistants, and customer service channels with Genesys Cloud CX. This hands-on role will help deliver next-generation customer engagement solutions by connecting customer-facing digital platforms, artificial intelligence services, and Genesys Cloud CX to create seamless omnichannel experiences.

You will enable intelligent escalations from digital channels to live-agent interactions while preserving customer context, capturing journey data, generating AI-powered summaries, and improving customer outcomes through enhanced visibility and personalization.

May be asked to travel once a quarter to texas - will be expensed

Responsibilities:

• Design and implement integrations with Genesys Cloud CX.
• Build REST API integrations between customer-facing applications and contact center systems.
• Configure Genesys Cloud routing, digital channels, and customer engagement workflows.
• Implement chat, virtual assistant, messaging, voice, and omnichannel experiences.
• Enable seamless escalation from self-service channels to live agents.
• Capture and transfer customer journey data, interaction history, and application context.
• Support AI-driven customer engagement capabilities, including intent recognition, summaries, virtual agents, and agent-assist features.
• Develop integration services and middleware components.
• Troubleshoot and optimize customer engagement workflows.
• Collaborate with architects, developers, product teams, and business stakeholders.
• Contribute to customer journey analytics and reporting initiatives.
• Participate in architecture reviews and implementation planning.

Qualifications:

Required Qualifications

• 5+ years of software engineering, integration engineering, or contact center engineering experience.
• 3+ years of experience working with Genesys Cloud CX.
• Strong experience with REST APIs and API integrations.
• Experience developing cloud-based applications and services.
• Experience with Amazon Web Services (AWS) cloud environments.
• Experience with Java, JavaScript, Node.js, Python, C#, or similar technologies.
• Understanding of authentication mechanisms such as OAuth and single sign-on (SSO).
• Experience troubleshooting production systems and enterprise integrations.
• Strong collaboration and communication skills.

Preferred Qualifications

• Genesys Cloud certifications.
• Experience with conversational AI and virtual agent platforms.
• Experience integrating Microsoft Dynamics 365, Salesforce, ServiceNow, or other customer relationship management platforms.
• Experience with event-driven architectures and integration platforms.
• Understanding of customer journey analytics and digital experience platforms.
• Healthcare industry experience.

Tools and Technologies:

• Genesys Cloud CX
• Amazon Web Services (AWS)
• REST APIs and webhooks
• OAuth and JSON
• JavaScript and TypeScript
• Java
• Python
• Microsoft Dynamics 365
• AI virtual assistants
• Customer journey analytics
• Omnichannel engagement platforms

er Experience & AI