Lead Genesys Cloud CX Engineer

We are looking for a skilled Lead Genesys Cloud CX Engineer to architect, build, configure and support customer experience and contact center solutions on the Genesys Cloud CX platform. In this position, you will create and architect flows, connect systems, set up routing strategies and safeguard optimal platform performance in alignment with business goals. Responsibilities Create and refine IVR/IVA flows through Genesys ArchitectFine-tune call routing strategies, queues, skills, schedules and user setupsBuild bots via Genesys Dialog Engine (NLU/NLP) across voice and digital channelsDevelop automation workflows that leverage Genesys Cloud APIs, web services and 3rd-party integrationsSet up telephony components such as SIP trunks, DID routing, Edge settings and station configurationsActivate and maintain digital channels including chat, email, messaging and social mediaRoll out new features, improvements and platform updates within a continuous improvement approachConnect Genesys Cloud CX to external systems like CRM, ticketing and authentication platformsPartner with development teams to enable middleware or backend integrationsOversee performance, call flows, interaction paths and platform healthConduct root-cause analysis of call failures, routing issues and telephony problemsDeliver L2/L3 technical support for incidents and coordinate with Genesys Care for escalationsProduce dashboards and custom reports through Genesys AnalyticsAdminister user roles, permissions and access control while upholding SSO, data privacy and compliance standardsMaintain documentation of configurations, flows, integrations and release changes Requirements 5+ years of experience in Genesys Cloud CX engineering or development along with software developmentExpertise in Architect flow design spanning call flows, IVRs and botsProficiency in routing strategies such as ACD, skills, preferred agent and bullseyeSkills in telephony covering SIP, trunks and call controlCompetency in digital channels like chat, email and messagingKnowledge of REST APIs, JSON and web servicesBackground in OAuth and SSO/IdP integrations such as Azure AD, Okta and PingUnderstanding of cloud networking fundamentals with AWS or Azure preferredStrong problem-solving and analytical thinking paired with excellent communication skills for technical and business audiencesCapability to thrive in fast-paced agile environmentsGenesys Cloud CX Certified Professional (GCX-P)Genesys Cloud Architect CertificationITIL Foundation Nice to have Familiarity with AI-powered bots, sentiment analysis and speech analyticsBackground in contact center migrations such as Avaya, Cisco and Genesys Engage to Cloud CXFlexibility to use scripting languages including Python, PowerShell and JavaScript We offer We gather like-minded people:Engineering community of industry professionalsFriendly team and enjoyable working environmentFlexible schedule and opportunity to work remotely within PolandChance to work abroad for up to 60 days annuallyBusiness-driven relocation opportunitiesWe provide growth opportunities:Outstanding career roadmapLeadership development, career advising, soft skills, and well-being programsCertification (GCP, Azure, AWS)Unlimited access to LinkedIn Learning, Get Abstract, Cloud GuruEnglish classesWe cover it all:Stable income (Employment Contract or B2B)Participation in the Employee Stock Purchase PlanBenefits package (health insurance, multisport, shopping vouchers)Strategically located offices featuring entertainment and relaxation zones, table tennis and football, free snacks, fantastic coffee, and moreReferral bonusesCorporate, social and well-being eventsPlease, note:The set of bonuses might vary based on the role you apply for – specifics will be discussed with our recruiter during the general interview.We will reach out to selected candidates exclusively. EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.