Senior Telecom Engineer – Genesys

ComPsych

ComPsych seeks a Senior Telecom Engineer to deploy and maintain Genesys Cloud CX solutions. This role involves optimizing contact center operations to enhance customer and employee engagement.

Posted 7/13/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $130,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in designing, implementing, and maintaining Genesys Cloud CX solutions, with a strong focus on IVR systems, ACD, and Workforce Management tools. Proven ability to collaborate with cross-functional teams and provide technical support while ensuring optimal contact center operations.

Highest-signal resume keywords

Genesys Cloud CX ExperienceIVR Design and AdministrationWorkforce Management SupportTelecom EngineeringCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Genesys Cloud CX ArchitectureMultichannel Genesys ApplicationsSystem Performance MonitoringTroubleshooting Complex IncidentsTest Plan DevelopmentAudio/Video Conferencing SupportContact Center Reporting

Soft Skills

Excellent Customer Service SkillsCollaboration with Cross-Functional Teams

Tools & Technologies

IVR SystemsACD SystemsWorkforce Management ToolsZoomGenesys Clients

Certifications & Qualifications

Genesys Cloud CX CertificationGenesys Workforce Management Certification

Industry Keywords

TelecommunicationsContact Center OperationsCloud EnvironmentSystem Configuration DocumentationOn-Call Support

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment.
Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimize contact center operations.
Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform.
Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems.
Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment.
Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively.
Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization.
Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform.
Participate in on-call rotations to support critical system functions outside regular business hours as needed.
Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients.
Manage domestic and international telecommunications vendors.
Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts.
Manage contact center reporting and other related tasks

Requirements

What you’ll need

7 + years of Telecom engineering
3 + years of hands-on Genesys Cloud CX experience
Genesys Cloud CX architecture and implementation
Experience in multichannel Genesys applications (Voice, SMS, Chat, Video, and Email)
Strong knowledge of the design and administration of IVRs
Administration and support for Workforce Management
Excellent customer service skills
College degree or equivalent experience
Relevant Genesys Cloud CX and Genesys Workforce Management certifications are a strong plus
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

Benefits

Comp & perks

Full benefits package, including Paid Time Off (PTO)
Medical, dental, vision
401(k) with match
Robust EAP
Wellness program
Much more