Genesys Contact Center Cloud certified Sr Engineer/SME

Job ID: 112561
Location: Oakton, Virginia  [Remote]
Category: Infrastructure
Employment Type: Contract
Date Added: 05/06/2026
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Role Summary

Seeking a highly skilled Genesys Cloud Contact Center SME/Senior Engineer to lead the design, implementation, and operational support of cloud-based contact center solutions. This senior-level role involves providing technical expertise on Genesys Cloud architecture, APIs, and integrations, ensuring the platform’s security, stability, and scalability. The position requires collaborating with business and IT stakeholders to deliver seamless contact center capabilities and continuous platform improvements.

Responsibilities

  • Lead solution architecture and technical design for Genesys Cloud features, including voice, digital channels, IVR, routing, and reporting.
  • Configure and optimize Genesys Cloud components such as Architect flows, queues, skills, routing rules, ACD, callbacks, and campaign features.
  • Develop and maintain integrations utilizing Genesys Cloud APIs (REST), SDKs, webhooks, and event streams, including custom middleware as needed.
  • Implement security integrations including SSO (SAML/OIDC), user provisioning, role-based access control, and industry best practices.
  • Collaborate with network teams on SIP/telephony connectivity, carrier coordination, call quality, and troubleshooting.
  • Support Workforce Engagement Management features such as forecasting, scheduling, recordings, evaluations, and policies.
  • Develop operational documentation, monitoring, alerting, capacity planning, and change management procedures.
  • Drive platform reliability through root-cause analysis, defect remediation, and continuous performance improvement.
  • Partner with application teams to integrate CRM and case management systems, including Salesforce, ServiceNow, or Dynamics.
  • Enable reporting and analytics by configuring Genesys Cloud reporting tools and supporting BI system integrations.

Qualifications

  • 5+ years of contact center engineering experience, including over 3 years directly working with Genesys Cloud (CX) in production environments.
  • Genesys Cloud certifications or demonstrable equivalent expertise with the ability to attain/maintain certifications as required.
  • Extensive experience designing and implementing solutions using Genesys Cloud APIs, automation, and integrations.
  • Strong knowledge of contact center telephony concepts, including SIP, RTP, SBCs, carrier services, and troubleshooting.
  • Proficiency in cloud fundamentals and security principles such as identity management, SSO, least privilege, audit logging, and data protection.
  • Experience supporting production systems in an on-call or after-hours capacity, with strong incident response skills.
  • Excellent communication skills, capable of translating business needs into technical designs.
  • Proven ability to create technical documentation, architecture diagrams, and implementation plans.

Preferred Qualifications

  • Experience with Genesys Cloud digital channels like chat, email, and messaging, along with bot/virtual agent integrations.
  • Familiarity with Genesys Cloud Workforce Engagement Management (WEM), recording policies, and evaluation workflows.
  • CRM integration experience, especially with Salesforce, ServiceNow, or Dynamics, including CTI and screen pop strategies.
  • Programming or scripting skills in JavaScript, TypeScript, Python, or C#, and familiarity with CI/CD and infrastructure-as-code.
  • Knowledge of monitoring and observability tools, operational dashboards, and system troubleshooting.
  • ITIL Foundation or equivalent certification, with experience following formal change and incident management processes.

Publishing Pay Range: $65.00 – $70.00 Hourly

This is a fully remote role and can be performed from an approved location.

About GDH:
At GDH, we believe in the power of people and the importance of caring. Our culture statement, “We care about people,” isn’t just a tagline – it’s the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.

Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women’s services, we pride ourselves on our commitment to quality and service.

GDH Benefits

GDH offers a range of employee benefits that are designed to promote well-being and help maintain a healthy work-life balance. These comprehensive benefits cover various aspects of an employee’s life and aim to enhance their overall experience with the company. Our health benefits include three medical insurance options with access to KISx Card, Zero Card, and HealthJoy concierge services. Other plan offerings include dental, vision, life, disability, supplemental insurance, and pet insurance plans. Enjoy additional perks like holiday pay, 401(k) plan, direct deposit, an employee referral program, work-life balance benefits, a Wellbeats membership, a discounted gym membership program, and more!  For more detailed information on benefits, please go to GDH’s website under the tab for candidates.

GDH provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, gender, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable federal, state, and local laws. Applicants with disabilities who require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.

Please visit our notice of collection for California applicants.

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