Senior Genesys Telecom Engineer

ComPsych

Senior Telecom Engineer developing and maintaining Genesys Cloud CX solutions. Collaborating with teams to enhance customer and employee engagement in ComPsych's contact center.

Posted 5/22/2026full-timeRemote • Idaho • 🇺🇸 United StatesSenior💰 $100,000 - $130,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Design, implement, and maintain Genesys Cloud CX solutions
Configure and manage IVR systems, ACD, and Workforce Management tools
Monitor system performance and provide technical support
Collaborate with cross-functional teams
Develop and execute test plans for new releases
Provide end-user support and training
Keep abreast of new trends in the contact center industry
Document all system configurations and updates
Participate in on-call rotations
Implement and support audio/video conferencing hardware and software
Manage domestic and international telecommunications vendors

Requirements

What you’ll need

Genesys Cloud CX architecture and implementation
Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, and Email)
Maintenance and support of Genesys Cloud, including but not limited to Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, and outbound dialer
Strong knowledge of the design and administration of IVRs
Administration and support for Workforce Management
Experience with call routing and voice response
Experience with ticketing systems and change management
Excellent customer service skills
Willingness and ability to work hours necessary to meet project deadlines as required
Must participate in an on-call rotation; some travel may be required, although rare
College degree or equivalent experience
7+ years of Telecom engineering
3+ years of hands-on Genesys Cloud CX experience
Relevant Genesys Cloud CX and Genesys Workforce Management certifications are a strong plus

Benefits

Comp & perks

Full benefits package
Paid Time Off (PTO)
Medical
Dental
Vision
401(k) with match
Robust EAP
Wellness program
And much more

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Genesys Cloud CXIVR systemsACDWorkforce ManagementArchitect FlowsAPIsData Actionscall recordingspeech analyticstext analytics

Soft Skills

customer servicecollaborationtechnical supporttrainingdocumentationtime managementproblem-solvingcommunicationadaptabilityteamwork

Certifications

Genesys Cloud CX certificationGenesys Workforce Management certification