As a Genesys Cloud Engineer, you will serve as the lead technical authority for enterprise Genesys Cloud contact center implementations. You will guide clients through solution design, own delivery execution, and configure platforms to meet complex business requirements. This role combines deep hands-on Genesys Cloud expertise with client facing leadership, and includes mentoring junior engineers and driving delivery best practices across the organization.

• Lead Engineer for Enterprise Genesys Cloud Projects o Drive technical design workshops and discovery sessions to architect, configure, and implement Genesys Cloud contact center solutions. o Design and deploy advanced call flows, routing strategies, digital channels (email, web chat, web messaging), integrations, and reporting frameworks.

• Integrations & Development o Build and support integrations between Genesys Cloud and third-party platforms (Salesforce, Microsoft Dynamics, homegrown CRMs) using REST APIs. o Work across Genesys Cloud's broader capability set, including Quality Management, Agent Scripts, reporting tools, and SCIM/SSO integration (Azure AD, Okta). o Apply NLU/bot technologies (Genesys Cloud Dialog Engine Bot, Google Dialogflow CX) to modernize and automate customer interactions.

• Oversee Complex Deployments o Manage data migrations, multi-site rollouts, and system cutovers while ensuring projects are delivered on time, within scope, and aligned to budget.

• Client Partnership o Serve as a trusted advisor to enterprise clients, providing consultative guidance to optimize workflows and business processes through Genesys Cloud.

• Team Leadership & Knowledge Sharing o Mentor implementation team members and contribute to the internal knowledge base to elevate organizational expertise and delivery excellence. Key Responsibilities

• Deployment & Integration Oversight o Lead technical teams through system configuration, testing, and integration with CRM, ERP, and other enterprise platforms. o Establish and enforce best practices, governance standards, and delivery methodologies across Amplix Genesys Cloud implementations.

• System Integration o Design and implement integrations between customer systems (e.g., CRMs, data actions, external applications) and Genesys Cloud.

• Solution Documentation o Create and maintain detailed documentation for solution design, configuration, testing, migration, and cutover processes.

• Troubleshooting & Issue Resolution o Provide hands-on troubleshooting support during implementations, escalating critical issues as needed to ensure successful outcomes.

• Continuous Learning & Certification o Maintain current Genesys Cloud certifications, stay informed on product updates, and evaluate emerging technologies to strengthen solution expertise.