Genesys Cloud CX Engineer | remote from CZ & SK

The Genesys Cloud CX Engineer is responsible for supporting, maintaining, and enhancing the Genesys Cloud CX platform following a recent deployment, while contributing to the broader contact center transformation across the company. The role combines technical engineering, solution design, platform support, integration, and continuous improvement to ensure scalable, secure, and effective omnichannel customer engagement capabilities.

Key Accountabilities

• Support and evolve the Genesys Cloud CX platform to meet operational and strategic business needs
• Design, configure, and enhance omnichannel customer journeys across voice and digital channels
• Build and maintain inbound and outbound call flows, IVR, queues, routing logic, and agent configurations
• Configure and optimize routing strategies to improve customer experience and operational effectiveness
• Support integrations between Genesys Cloud CX and enterprise platforms such as Salesforce and ServiceNow
• Collaborate with external support for production incident management, troubleshooting, root-cause analysis, and issue resolution
• Contribute to platform architecture, technical standards, and engineering best practices
• Support platform updates, testing, automation, and adoption of new capabilities including AI-driven features, chatbots, and analytics
• Collaborate with business stakeholders, Product Owners, Telecom Engineers, and Solution Architects to translate requirements into scalable technical solutions
• Help establish internal capability, governance, and sustainable support models for the long-term development of the platform

What we offer

• 25 days of vacation + sick days
• annual bonus
• pension contribution
• cafeteria budget
• international environment, projects and modern tech stack
• opportunity to grow and develop, trainings, educational courses and more

Who you are

• Minimum 5 years of experience in contact center technology environments, including strong hands-on experience with Genesys Cloud CX
• Strong technical knowledge of Genesys Cloud CX platform configuration, administration, and support
• Good understanding of CCaaS architecture and enterprise contact center solution design
• Experience with queuing, routing, interaction models, and omnichannel communication flows
• Experience designing or supporting integrations using APIs, web services, and cloud integration patterns
• Experience in production support, incident management, and technical troubleshooting
• Understanding of security considerations and best practices in cloud-based customer engagement platforms
• Proven ability to contribute to large-scale platform deployments, enhancements, or transformation initiatives
• Strong problem-solving skills and the ability to work effectively across technical and business teams

Additional skills we welcome

• Active Genesys Cloud certification
• Experience with the Genesys Cloud Terraform provider or CX as Code approaches
• Familiarity with AppFoundry applications and related ecosystem integrations
• Experience working in Agile product or engineering environments
• Exposure to AI-driven automation, bots, NLP, or advanced customer engagement tooling

jak se přihlásit

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