Genesys Cloud Tier III Engineer

Job ID: 112643
Location: Oakton, Virginia  [Remote]
Category: Infrastructure
Employment Type: Contract
Date Added: 05/18/2026
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Role Summary
This remote position requires an experienced Genesys Cloud Contact Center Tier III Engineer responsible for the design, implementation, integration, and operational support of cloud-based contact center platforms built on Genesys Cloud (CX). The role serves as a technical subject matter expert, partnering with business and IT stakeholders to deliver scalable, secure, and reliable solutions that enhance contact center capabilities. The engineer will ensure the platform’s performance optimization, security adherence, and continuous improvement through expert-level technical leadership.

Responsibilities

  • Lead solution architecture and technical design for Genesys Cloud features, including voice, digital channels, IVR, routing, integrations, and reporting.
  • Configure and optimize Genesys Cloud components such as Architect flows, queues, skills, routing, ACD, and campaign/contact list features.
  • Develop, build, and maintain integrations using Genesys Cloud APIs, SDKs, webhooks, and event streams; create custom middleware as needed.
  • Implement SSO and identity integrations (SAML/OIDC), user provisioning, role-based access control, and security best practices.
  • Collaborate with network/telecom teams on SIP/telephony connectivity, carrier coordination, numbering, and troubleshooting.
  • Support Workforce Engagement Management capabilities including forecasting, scheduling, recordings, evaluations, and policies.
  • Develop and maintain operational runbooks, monitoring/alerting systems, capacity planning, change, incident, and problem management processes.
  • Drive platform reliability and performance through root-cause analysis, defect remediation, and continuous improvement initiatives.
  • Partner with application teams to integrate CRM and case management systems like Salesforce, ServiceNow, or Dynamics.
  • Enable reporting and analytics by configuring and analyzing Genesys Cloud reports, conversation data, and supporting BI integrations.

Qualifications

  • 5+ years of contact center engineering experience, with a minimum of 3+ years hands-on experience with Genesys Cloud (CX) in production environments.
  • Current or active Genesys Cloud certifications or demonstrable equivalent expertise; ability to attain/maintain certifications as required.
  • Strong experience designing solutions utilizing Genesys Cloud APIs, integrations, and automation tools such as REST APIs, OAuth, webhooks, and event-driven architecture.
  • Proven ability to create technical designs, architecture diagrams, and implementation plans for enterprise-scale deployments.
  • In-depth knowledge of contact center telephony concepts including SIP, RTP, SBCs, carrier services, and troubleshooting call quality issues.
  • Working understanding of cloud security fundamentals, including identity management, SSO, least privilege principles, audit logging, and data protection.
  • Experience supporting production systems, including on-call and after-hours incident response, root-cause analysis, and issue remediation.
  • Excellent communication skills with the ability to translate business needs into technical solutions effectively.
  • Proven ability to collaborate with cross-functional teams, mentor junior staff, and establish technical standards.

Publishing Pay Range: $50.00 – $55.00

This position offers a fully remote work environment 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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