Role Overview

• We are looking for an experienced Genesys Cloud CX Developer to provide hands-on engineering support for an enterprise contact-center environment. The developer will work primarily on Genesys Cloud configuration, Architect flows, IVR, routing, integrations, APIs, automation, troubleshooting, testing, and deployment processes.
• This is a hands-on technical role. The ideal candidate should be able to independently analyze requirements, investigate existing Genesys configurations, develop solutions, troubleshoot production issues, and deliver clean, documented changes.

Responsibilities

• Design, develop, modify, and troubleshoot Genesys Cloud Architect inbound, outbound, and common module flows
• Configure and maintain IVR logic, ACD routing, queues, skills, wrap-up codes, schedules, data actions, callbacks, and related contact-center components.
• Support voice and digital interactions including voice, chat, messaging, email, SMS, and other Genesys-supported channels.
• Develop and maintain integrations using Genesys Cloud APIs, REST APIs, OAuth, JSON, webhooks, and Genesys Cloud Data Actions.
• Build supporting services and automation using JavaScript, Node.js, and Python.
• Integrate Genesys Cloud with external enterprise applications and cloud services.
• Troubleshoot complex issues involving Architect flows, routing, telephony, integrations, API requests, authentication, data actions, and application behavior.
• Work with Genesys Cloud Developer Tools and APIs to inspect, export, compare, and automate configuration.
• Support migration of contact-center functionality from legacy platforms into Genesys Cloud CX.
• Help automate Genesys Cloud configuration management and deployment processes to reduce manual changes between environments.
• Contribute to CI/CD and Infrastructure-as-Code initiatives for Genesys configuration where technically appropriate.
• Develop automated validation and regression testing for contact-center flows and integrations.
• Support production issue investigation through logs, API traces, interaction details, analytics, and Genesys Cloud diagnostic information.
• Create clear technical documentation covering configurations, Architect flows, APIs, integrations, deployment procedures, and troubleshooting.
• Participate in technical discussions and provide practical recommendations for scalable and maintainable Genesys Cloud solutions.

Required Skills

• Strong hands-on experience with Genesys Cloud CX.
• Strong experience with Genesys Architect, including inbound call flows, common modules, tasks, decisions, data actions, error handling, and reusable flow design.
• Strong understanding of ACD routing, queues, skills, routing methods, IVR, callbacks, schedules, and contact-center concepts.
• Hands-on experience with Genesys Cloud REST APIs and Platform API.
• Experience building and troubleshooting Genesys Cloud Data Actions.
• Good working knowledge of OAuth 2.0, REST APIs, JSON, webhooks, and API authentication.
• Development experience with JavaScript / Node.js and Python.
• Experience with AWS or Azure and cloud-based application integrations.
• Understanding of microservices and event-driven architectures.
• Experience troubleshooting production contact-center issues and identifying root causes.
• Working knowledge of Git and CI/CD workflows.
• Strong written and verbal English communication skills.
• Ability to work independently and communicate technical blockers quickly.

Preferred Skills

• Experience with Genesys Cloud migrations from Avaya, Cisco, NICE, or other legacy contact-center platforms.
• Experience with Terraform or Infrastructure as Code for Genesys Cloud.
• Experience implementing CI/CD pipelines for Genesys Cloud configuration.
• Experience with automated testing of Architect flows, APIs, integrations, or contact-center functionality.
• Knowledge of Genesys Cloud outbound campaigns and dialer functionality.
• Experience with conversational AI, bots, NLU, intelligent routing, or Genesys AI capabilities.
• Experience with reporting, analytics, interaction data, and operational monitoring.
• Experience working in healthcare, financial services, or another regulated enterprise environment.
• Genesys Cloud certifications are preferred but not mandatory.

What We Need

• We need someone who is genuinely hands-on with Genesys Cloud rather than someone whose experience is primarily theoretical or administrative. You should be comfortable opening an unfamiliar Genesys environment, understanding existing Architect flows and routing configurations, debugging issues, modifying configurations, working with APIs, and explaining exactly what you changed and why.
• The work will involve both feature development and troubleshooting, so strong practical Genesys Cloud experience is the most important qualification.