Role Title: Genesys Cloud CX Engineer
Public Trust Clearance

Role Summary: The Genesys Cloud CX Engineer is responsible for the configuration, implementation, and deployment of a straightforward Genesys Cloud contact center solution. The focus of the role is on building and configuring core contact center capabilities, including call flows, IVR, routing, queues, permissions, reporting, and basic telephony integration. The engineer works closely with delivery teams and clients to support implementation activities, testing, and production readiness in a FedRAMP environment.

Key Responsibilities:
Configure and implement Genesys Cloud CX solutions supporting core contact center functions such as IVR, call flows, routing, queues, permissions, and reporting.
Support the build and deployment of a browser-based agent desktop with standard call control functionality and queue/routing visibility.
Assist with inbound and outbound voice routing, skills-based routing, callback, and queue configuration.
Support telephony setup and basic integration activities, including carrier connectivity, SIP concepts, and call handling configuration.
Participate in implementation activities such as solution configuration, testing, issue resolution, cutover support, and production stabilization.
Work with client stakeholders and delivery teams to validate requirements, configure the platform, and support a smooth transition into operations.
Develop and maintain configuration documentation, implementation notes, test results, and basic support materials.
Troubleshoot platform, routing, and telephony issues and collaborate with team members to resolve defects efficiently.
Support reporting and operational visibility needs through standard Genesys Cloud reporting and data output capabilities.

Preferred Qualifications:
Experience supporting contact center transformation or migration efforts.
Consulting experience, including working with clients or delivery teams to support implementation.
Genesys certifications preferred.
Experience with government or regulated environments is a plus, but not required for the core role.

Day to Day Operations: Design Develop and Deploy CCaaS leveraging Genesys

Education: Bachelor's