Job Title:

Senior Genesys Cloud Engineer

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.


The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.


The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.


Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.


Join us and be part of this journey towards greater opportunities and brighter futures.The ideal candidate will have deep knowledge of Genesys Cloud, integration architectures, customer experience technologies, cloud platforms, and AI-driven engagement solutions.

Concentrix is seeking a highly skilled Senior Genesys Cloud Engineer to support enterprise clients across Latin America through our CXTech Managed Services organization. This role combines solution architecture, platform administration, development, integrations, AI implementation, production support, and customer consulting responsibilities.
 

Key Responsibilities

Solution Design & Implementation

• Design and implement Genesys Cloud customer experience solutions.
• Lead technical workshops and architecture discussions.
• Translate business requirements into scalable technical designs.
• Develop deployment and migration strategies.
• Support platform optimization initiatives.

Platform Administration & Operations

• Configure and manage Genesys Cloud environments.
• Manage routing, queues, permissions, roles, user configurations.
• Implement Architect Flows, Data Actions
• Support production operations and managed services activities.
• Troubleshoot and resolve platform incidents.

Integration & Development

• Design and implement API-based integrations.
• Develop custom solutions and automation components.
• Build integrations with enterprise platforms and third-party systems.
• Configure Data Actions and Web Services integrations.

AI & Automation

• Implement and support Genesys AI capabilities.
• Configure Genesys Copilot solutions.
• Design virtual agents and self-service experiences.
• Support conversational AI initiatives.

Required Qualifications

Professional Experience

• Minimum 3 years of hands-on experience with Genesys Cloud.
• Experience implementing enterprise contact center solutions.
• Experience supporting production environments.
• Experience working directly with customers and stakeholders.
• Experience in Managed Services or Professional Services environments preferred.

Required Technical Skills

Genesys Cloud Expertise

Strong hands-on experience with:

• Genesys Cloud CX
• Architect
• Data Actions
• Web Services Data Actions
• Genesys Cloud APIs
• API Integrations
• Inbound Routing
• Outbound Campaigns
• Queue Configuration
• User Administration
• Roles and Permissions
• Knowledge Management
• Contact Center Operations

AI & Self-Service Expertise

• Genesys Copilot
• Genesys AI
• Agent Assist
• Virtual Agents
• Knowledge Automation
• Conversational AI
• Self-Service Solutions
• Digital Customer Journeys

Platform Administration

Working knowledge of:

• User Management
• Role Administration
• Queue Administration
• Routing Strategies
• Telephony Configuration
• Operational Support
• Troubleshooting and Monitoring

Certifications (Mandatory)

Candidate must possess at least one active Genesys Certification.

Examples include:

• Genesys Cloud Certified Professional
• Genesys Cloud Certified Developer
• Genesys Cloud Certified Administrator
• Genesys Cloud CX Consultant Certification
• Genesys Cloud Cx Developer

Additional certifications are highly desirable.

Cloud & Infrastructure Skills

Cloud Platforms

• Microsoft Azure (Preferred)

Cloud Architecture

• Cloud-native architecture
• Secure solution design
• High availability environments
• Enterprise infrastructure concepts

DevOps & DevSecOps

• CI/CD pipelines
• DevOps practices
• DevSecOps methodologies
• Infrastructure as Code (Terraform)

Source Control

• GitHub
• GitLab

Integration & API Expertise

Strong knowledge of:

• REST APIs
• JSON
• OAuth 2.0
• Enterprise Integrations
• Middleware Platforms
• Authentication & Security
• API Lifecycle Management

Telecommunications & Voice Technology

Required knowledg/understanding of:

• SIP Protocol
• SIP Trunks
• SIP Headers
• Voice Routing
• Telephony Infrastructure
• Call Flows
• Contact Center Voice Architecture

Professional Competencies

Communication Skills

• Strong verbal and written communication.
• Executive and customer-facing communication skills.
• Presentation and facilitation skills.

Customer Management

• Customer-facing consulting experience.
• Stakeholder management.
• Discovery workshops.
• Technical requirements gathering.

Problem Solving

• Analytical thinking.
• Root cause analysis.
• Troubleshooting.
• Continuous improvement mindset.

Education

Bachelor’s Degree in:

• Computer Science
• Software Engineering
• Systems Engineering
• Telecommunications Engineering
• Information Technology
• Related technical discipline

Location:

COL Work-at-Home

Language Requirements:

Time Type:

Full time