Technology Engineer - Contact Center at Community Health Systems Professional Services Corporation
United States
<h1 dir="ltr" style="line-height: 1.2; margin-bottom: 4pt; margin-top: 18pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Play, sans-serif;"><span style="font-size: 20pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Job Description: Senior Technical Engineer - Genesys Cloud CX</span></span></h1><h2 dir="ltr" style="line-height: 1.2; margin-bottom: 4pt; margin-top: 8pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Play, sans-serif;"><span style="font-size: 16pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Role Summary</span></span></h2><p dir="ltr" style="line-height: 1.2; margin-bottom: 9pt; margin-top: 9pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The Senior Technical Engineer - Genesys Cloud CX is a hands-on engineering role responsible for designing, implementing, supporting, and optimizing contact center solutions on the Genesys Cloud CX platform. This role focuses on execution and technical depth, owning complex configurations, integrations, and operational support while contributing to platform stability and continuous improvement.</span></span></p><p dir="ltr" style="line-height: 1.2; margin-bottom: 9pt; margin-top: 9pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">The Senior Engineer works closely with Principal Engineers, Network Engineering, DevOps, Security, and Business stakeholders to deliver reliable, scalable, and high-quality customer experience solutions.</span></span></p><h2 dir="ltr" style="line-height: 1.2; margin-bottom: 4pt; margin-top: 8pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Play, sans-serif;"><span style="font-size: 16pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Key Responsibilities</span></span></h2><h3 dir="ltr" style="line-height: 1.2; margin-bottom: 4pt; margin-top: 8pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 14pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Platform Engineering & Configuration</span></span></h3><ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Design, build, and maintain Genesys Cloud CX configurations including routing, queues, skills, Architect flows, IVR, and digital channels.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Implement and support voice, chat, email, and messaging experiences.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Configure and manage users, roles, permissions, and access controls.</span></span></li></ul><h3 dir="ltr" style="line-height: 1.2; margin-bottom: 4pt; margin-top: 8pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 14pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Operations & Support</span></span></h3><ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Serve as a senior escalation point for Genesys Cloud incidents and complex production issues.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Perform root-cause analysis and drive permanent remediation.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Support platform monitoring, alerting, and performance tuning.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Participate in on-call rotations and incident response as required.</span></span></li></ul><h3 dir="ltr" style="line-height: 1.2; margin-bottom: 4pt; margin-top: 8pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 14pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Integrations & Automation</span></span></h3><ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Build and support integrations between Genesys Cloud CX and external systems such as CRM, WFM, analytics, and data platforms.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Leverage Genesys Cloud APIs, webhooks, and event streaming for automation and custom solutions.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Assist with CI/CD or configuration automation initiatives where applicable.</span></span></li></ul><h3 dir="ltr" style="line-height: 1.2; margin-bottom: 4pt; margin-top: 8pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 14pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Change & Release Management</span></span></h3><ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Support platform upgrades, feature releases, and new capability rollouts.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Validate configurations through testing and lower-environment deployments.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Ensure changes follow established standards, documentation, and governance processes.</span></span></li></ul><h3 dir="ltr" style="line-height: 1.2; margin-bottom: 4pt; margin-top: 8pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 14pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Collaboration & Documentation</span></span></h3><ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Work closely with Architects and Principal Engineers on solution designs.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Create and maintain technical documentation, runbooks, and support procedures.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Partner with business and product teams to translate requirements into technical solutions.</span></span></li></ul><h3 dir="ltr" style="line-height: 1.2; margin-bottom: 4pt; margin-top: 8pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 14pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Continuous Improvement</span></span></h3><ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Identify opportunities to improve reliability, scalability, and agent experience.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Stay current with Genesys Cloud features and best practices.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Contribute ideas and recommendations for platform enhancements.</span></span></li></ul><h2 dir="ltr" style="line-height: 1.2; margin-bottom: 4pt; margin-top: 8pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Play, sans-serif;"><span style="font-size: 16pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Required Qualifications</span></span></h2><ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">5-8+ years of experience in contact center, cloud, or platform engineering roles.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Strong hands-on experience with Genesys Cloud CX (routing, Architect, Admin, Analytics, Voice).</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Experience supporting production contact center environments.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Solid understanding of SIP, VoIP, and cloud telephony concepts.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Experience with REST APIs, JSON, OAuth, and integrations.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Strong troubleshooting skills and ability to work effectively during incidents.</span></span></li></ul><h2 dir="ltr" style="line-height: 1.2; margin-bottom: 4pt; margin-top: 8pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Play, sans-serif;"><span style="font-size: 16pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Preferred Qualifications</span></span></h2><ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Genesys Cloud CX certifications (Associate or Professional level).</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Experience with digital channels, WEM, or analytics.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Familiarity with CRM integrations (Salesforce, ServiceNow, Dynamics).</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Scripting or automation experience (Python, JavaScript, or similar).</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Experience in large enterprise or regulated environments.</span></span></li></ul><h2 dir="ltr" style="line-height: 1.2; margin-bottom: 4pt; margin-top: 8pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Play, sans-serif;"><span style="font-size: 16pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Core Competencies</span></span></h2><ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Strong technical execution and attention to detail.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Ability to work independently while collaborating across teams.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Clear communicator with technical and non-technical stakeholders.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Ownership mindset with a focus on service reliability and customer experience.</span></span></li></ul><h2 dir="ltr" style="line-height: 1.2; margin-bottom: 4pt; margin-top: 8pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Play, sans-serif;"><span style="font-size: 16pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Working Environment</span></span></h2><ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Primarily remote with collaboration across distributed teams.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Participation in on-call rotations and after-hours support as needed.</span></span></li></ul><h2 dir="ltr" style="line-height: 1.2; margin-bottom: 4pt; margin-top: 8pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Play, sans-serif;"><span style="font-size: 16pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Success Measures</span></span></h2><ul style="margin-bottom: 0px; margin-top: 0px; padding-inline-start: 48px;"><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Stability and performance of the Genesys Cloud CX platform.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Timely resolution of incidents and service requests.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Quality and consistency of platform configurations.</span></span></li><li dir="ltr" aria-level="1" style="background-color: transparent; color: rgb(0, 0, 0); font-family: "Noto Sans Symbols", sans-serif; font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; list-style-type: disc; text-decoration: none; vertical-align: baseline; white-space: pre;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">Positive feedback from peers, stakeholders, and contact center users.</span></span></li></ul><p dir="ltr" style="line-height: 1.2; margin-bottom: 10pt; margin-top: 0pt;"> </p><hr><p> </p><p dir="ltr" style="line-height: 1.2; margin-bottom: 9pt; margin-top: 9pt;"><span style="background-color: transparent; color: rgb(0, 0, 0); font-family: Aptos;"><span style="font-size: 12pt; font-style: normal; font-variant: normal; font-weight: 400; text-decoration: none; vertical-align: baseline; white-space: pre-wrap;">This role is ideal for an experienced Genesys Cloud engineer who wants to deepen technical expertise, take ownership of complex platform work, and operate as a senior contributor within a mature contact center engineering team.</span></span></p>
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