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Genesys Cloud Engineer (Remote)

3 weeks ago
Europe, Bulgaria
Full-time
Mid Level
Technical Support Engineer
DevOps and Infrastructure
DNS JavaScript JSON Microsoft Dynamics 365 OAuth PowerShell Python REST API Salesforce TCP/IP
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WorkNomads

WorkNomads

WorkNomads is a global employer for digital nomads, offering remote jobs, co-living spaces, knowledge sharing, and networking opportunities. They provide services in software engineering, marketing, design, and business development, hiring talents as e...

Internet Software & Services
51-250
Founded 2021
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Description

  • Provide L2 support and troubleshoot Genesys Cloud CX production environments.
  • Own incidents from investigation through resolution, escalation, follow-up, and documentation.
  • Administer users, permissions, queues, skills, routing, and standard Genesys Cloud settings.
  • Configure and troubleshoot inbound and outbound contact-center functionality.
  • Design, modify, and troubleshoot IVR and call flows using Genesys Architect.
  • Investigate complex issues using logs, traces, configuration, and platform data.
  • Troubleshoot ACD, SIP, RTP, VoIP, DNS, and TCP/IP issues with technical teams.
  • Analyze recurring incidents and improve platform stability, configurations, and support processes.
  • Maintain technical documentation, incident records, and knowledge-base materials.
  • Support integrations, APIs, automation, system workflows, and customer projects while sharing Genesys Cloud knowledge with the team.

Requirements

  • 3+ years of hands-on experience with Genesys Cloud CX or related Genesys/contact-center technologies.
  • Experience providing L2 support or engineering assistance in a production environment.
  • Strong experience administering and configuring Genesys Cloud, including users, permissions, queues, skills, routing, IVR, and call flows.
  • Strong understanding of ACD, SIP, RTP, VoIP, DNS, TCP/IP, and relevant networking fundamentals.
  • Ability to independently investigate incidents using logs, traces, configuration, and platform data.
  • Strong troubleshooting, analytical, root-cause analysis, ownership, and accountability skills.
  • Excellent communication and technical documentation skills, with good command of English.
  • Ability to work independently and escalate complex issues appropriately in international distributed teams.
  • Interest in developing expertise in Genesys engineering, integrations, automation, and customer solutions.
  • Preferred: experience with CRM integrations, Genesys APIs, Data Actions, REST, JSON, OAuth, scripting, automation platforms, reporting, WEM, AI contact-center technologies, Genesys Cloud certification, or Genesys Engage.

Benefits

  • Fully remote work from any EU country under a freelance/B2B contract, or employment in the Sofia, Bulgaria office with a social welfare package.
  • Flexible work arrangements and autonomy over work-life balance.
  • Personalized career development program, expert learning, and cross-industry projects.
  • Home office allowance, paid time off, and competitive remuneration.
  • International remote-first workplace with team gatherings and networking events.
  • Discounted co-living accommodation at WN LAB Hotel in Bulgaria, with utilities and cleaning included.

Interested in this position?

Apply directly on the company website

Apply Now

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