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Genesys Cloud Engineer

CPI Security

Responsibilities

  • Own the configuration, administration, monitoring and optimization of Genesys Cloud outbound dialing capabilities.
  • Design and maintain outbound campaigns, contact lists, campaign sequences, dialing modes, schedules, callable time sets, queue assignments, wrap-up mappings and attempt controls.
  • Monitor dialer performance and recommend improvements based on contact rates, abandonment, utilization, answer patterns, queue conditions and business priorities.
  • Partner with Salesforce and business stakeholders to support daily calling plans, customer data dependencies, campaign priorities and agent workflows.
  • Troubleshoot campaign execution, contact list errors, dialing behavior, carrier responses, routing issues and agent delivery concerns.
  • Maintain compliance-related dialer settings, including calling windows, attempt limits, suppression controls and audit documentation in partnership with Legal and Compliance.
  • Administer Genesys Cloud users, roles, permissions, queues, skills, wrap-up codes, divisions, telephony settings and platform integrations.
  • Build and support Genesys Architect flows, ACD routing, skills-based routing, schedules, prompts, data actions, callbacks and queue behavior.
  • Troubleshoot voice quality, SIP, VoIP, carrier connectivity, trunks, routing, recording and contact center incidents.
  • Support dashboards, reporting, data exports, APIs, webhooks, OAuth, JSON and secure integrations with Salesforce and related platforms.
  • Evaluate and support Workforce Management, Quality Management, recording, forecasting, scheduling and AI capabilities such as Agent Copilot and interaction summarization.
  • Create documentation, runbooks, diagrams and knowledge articles to improve support readiness and reduce vendor dependency.

Preferred

  • Genesys Cloud CX certifications or equivalent demonstrated expertise.
  • Experience with high-volume outbound contact center operations and multiple concurrent campaigns.
  • Experience integrating Genesys Cloud with Salesforce or another enterprise CRM.
  • Familiarity with REST APIs, webhooks, OAuth, JSON, data actions, Microsoft Azure, SQL, identity access management or enterprise monitoring tools.
  • Experience supporting AI-enabled contact center capabilities, digital channels, bots, speech analytics or text analytics.

What We’re Looking For

  • Bachelor’s degree in Information Technology, Computer Science, Telecommunications, Engineering or related field preferred; equivalent experience considered.
  • 5+ years of enterprise contact center or telecommunications experience.
  • 3+ years of hands-on Genesys Cloud CX administration or engineering experience.
  • Strong experience designing, configuring and optimizing Genesys Cloud outbound campaigns and contact lists.
  • Knowledge of dialing modes, campaign sequencing, call pacing, callable time sets, attempt controls, call analysis, queue delivery, wrap-up handling and campaign reporting.
  • Experience with Genesys Architect, ACD routing, skills-based routing, queues, telephony configuration and analytics.
  • Working knowledge of SIP, VoIP, carrier services, call routing, network fundamentals and voice troubleshooting.
  • Strong documentation, change management, stakeholder communication, vendor management and problem-solving skills.
  • Ability to participate in scheduled after-hours maintenance and critical incident response as needed.

Why CPI Security

At CPI Security, you’ll work with leading-edge technology in a company rooted in service, innovation and community. We offer competitive benefits, ongoing training, professional development and opportunities to grow while helping customers and communities feel safe, connected and confident.