About this opportunity
Work Your Magic with us!
Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.
Your role: 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
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
What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!
Job details
How this role compares
Computed from every other active Information Technology role in our database, not just this employer's listings.
We currently track 1211 comparable Information Technology roles across 60 biopharma companies.
Salary context
152 of 1211 peers report a salary range (USD, annualized)
Peers share this role's job function. This posting doesn't list a seniority level, so peers aren't narrowed by seniority either -- the range below may span more levels than usual.
Where these roles are based
Top locations among the 1211 comparable roles
+ 26 more countries
Seniority mix
665 of 1211 peers have a known seniority level
Therapeutic area mix
2 of 1211 peers have a known therapeutic area; the rest are genuinely unlabeled, not hidden
Similar opportunities
The closest matches from our peer group, ranked by how similar they are, not how well you'd qualify for them -- treat this as market context, not a guaranteed shortlist; a weak match is labeled as one below.
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How we calculate "similar"
No black box, no LLM guesswork: a deterministic score built from four normalized attributes. Here's this role's own peer group at different match levels, so you can see the mechanism, not just the result.
Every comparison starts from the same 100-point budget: 25 for working in the same function, 40 for the same therapeutic area, 20 for the same or adjacent seniority, 15 for the same country. A dimension we can't confirm on both sides contributes nothing, never a guess, never a free pass.
0 points, never a partial guess. A role we know almost nothing about beyond its function bottoms out at 25%; it never inflates to 100% just because there's little to compare against. Seniority uses a defined ladder (Associate → Manager → Associate Director → Senior → Principal → Director → Senior Director → Executive/VP) so "Director" and "Senior Director" count as adjacent, but "Director" and "Executive/VP" do not.