Genesys Cloud Engineer (Remote)

WorkNomads is on the hunt for a Genesys Cloud Engineer to join our team! 

Who We Are: 

We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country. 

• Remote engineering services, global impact — expert engineering, design, and business talent in cross-disciplinary project teams. 

• Diversity celebrated — 40+ nationalities, 4 continents, one team. 

• Continuous growth — we invest in you: projects, coliving, community, pushing you beyond what you thought possible. 

Your mission at WorkNomads: 

• Provide L2 support and troubleshooting for Genesys Cloud CX in production environments.
• Take ownership of incidents from initial investigation through to resolution, escalation and follow-up.
• Administer and configure Genesys Cloud, including users, permissions, queues, skills, routing and standard platform 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, platform data and other technical evidence.
• Troubleshoot issues related to ACD, SIP, RTP, VoIP, DNS and TCP/IP in collaboration with relevant technical teams.
• Analyze recurring incidents and identify opportunities to improve platform stability, configuration and support processes.
• Maintain clear and accurate technical documentation, incident records and knowledge-base materials.
• Collaborate with customers, operational teams, engineers and other technical stakeholders in an international, distributed environment.
• Contribute to Genesys Cloud improvement and customer projects, gradually taking ownership of more complex technical solutions.
• Support and contribute to integrations, APIs, automation and system-to-system workflows where relevant.
• Share knowledge and contribute to the continuous development of Genesys Cloud capabilities within the team.
• Stay current with new Genesys Cloud features and emerging contact center technologies and AI-enabled capabilities.

We want to hear from you if you have: 

• 3+ years of hands-on experience in Genesys Cloud CX or a closely related Genesys/contact center technology environment.
• Proven experience working as an L2 support or engineering resource in a production environment.
• Strong hands-on experience with Genesys Cloud administration and configuration.
• Practical experience configuring and managing: Users and permissions; Queues and skills; Routing; IVR and call flows; Inbound and outbound configurations
• Strong understanding of contact center technologies and concepts, including ACD, SIP, RTP and VoIP.
• Good understanding of DNS, TCP/IP and networking fundamentals relevant to troubleshooting contact center environments.
• Ability to independently investigate technical incidents using logs, traces, configuration and platform data, rather than relying primarily on escalation.
• Strong troubleshooting and analytical skills, with a structured approach to identifying root causes.
• Strong sense of ownership and accountability for incidents, technical tasks and customer issues.
• Excellent communication and documentation skills.
• Good command of English and confidence working with international customers and distributed technical teams.
• Ability to work independently while knowing when and how to escalate complex issues appropriately.
• Genuine interest in developing further into Genesys engineering, integrations, automation and customer solution delivery.
• A passion for continuous learning & collaboration in a global setting 
• A team player mentality and believe no one should be left behind regardless of background 

Strong advantages:

• Experience with Salesforce or other CRM integrations, particularly Microsoft Dynamics.
• Experience with Genesys Cloud APIs, Data Actions, REST APIs, JSON and OAuth.
• Experience with workflow and system-to-system automation.
• Scripting experience with PowerShell, Python, JavaScript or similar.
• Experience with Azure Logic Apps, Power Automate, middleware or iPaaS technologies.
• Knowledge of Genesys reporting and analytics, WEM or Quality Management.
• Exposure to AI-enabled contact center technologies, including virtual agents, chatbots, Agent Assist or conversational AI.
• Experience with enterprise application integrations and customer-specific technical solutions
• Genesys Cloud certification
• Experience with Genesys Engage combined with meaningful Genesys Cloud experience.