Genesys Cloud Engineer

WorkNomads is on the hunt for a Genesys Cloud Engineer to join our team! Who We Are: We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country. Remote engineering services, global impact — expert engineering, design, and business talent in cross-disciplinary project teams. Diversity celebrated — 40+ nationalities, 4 continents, one team. Continuous growth — we invest in you: projects, coliving, community, pushing you beyond what you thought possible. Your mission at WorkNomads: Provide L2 support and troubleshooting for Genesys Cloud CX in production environmentsTake ownership of incidents from initial investigation through to resolution, escalation and follow-upAdminister and configure Genesys Cloud, including users, permissions, queues, skills, routing and standard platform settingsConfigure and troubleshoot inbound and outbound contact center functionalityDesign, modify and troubleshoot IVR and call flows using Genesys ArchitectInvestigate complex issues using logs, traces, configuration, platform data and other technical evidenceTroubleshoot issues related to ACD, SIP, RTP, VoIP, DNS and TCP/IP in collaboration with relevant technical teamsAnalyze recurring incidents and identify opportunities to improve platform stability, configuration and support processesMaintain clear and accurate technical documentation, incident records and knowledge-base materialsCollaborate with customers, operational teams, engineers and other technical stakeholders in an international, distributed environmentContribute to Genesys Cloud improvement and customer projects, gradually taking ownership of more complex technical solutionsSupport and contribute to integrations, APIs, automation and system-to-system workflows where relevantShare knowledge and contribute to the continuous development of Genesys Cloud capabilities within the teamStay current with new Genesys Cloud features and emerging contact center technologies and AI-enabled capabilities Requirements We want to hear from you if you have: 3+ years of hands-on experience in Genesys Cloud CX or a closely related Genesys/contact center technology environmentProven experience working as an L2 support or engineering resource in a production environmentStrong hands-on experience with Genesys Cloud administration and configurationPractical experience configuring and managing: Users and permissions; Queues and skills; Routing; IVR and call flows; Inbound and outbound configurationsStrong understanding of contact center technologies and concepts, including ACD, SIP, RTP and VoIPGood understanding of DNS, TCP/IP and networking fundamentals relevant to troubleshooting contact center environmentsAbility to independently investigate technical incidents using logs, traces, configuration and platform data, rather than relying primarily on escalationStrong troubleshooting and analytical skills, with a structured approach to identifying root causesStrong sense of ownership and accountability for incidents, technical tasks and customer issuesExcellent communication and documentation skillsGood command of English and confidence working with international customers and distributed technical teamsAbility to work independently while knowing when and how to escalate complex issues appropriatelyGenuine interest in developing further into Genesys engineering, integrations, automation and customer solution deliveryA passion for continuous learning & collaboration in a global setting A team player mentality and believe no one should be left behind regardless of background Strong advantages: Experience with Salesforce or other CRM integrations, particularly Microsoft DynamicsExperience with Genesys Cloud APIs, Data Actions, REST APIs, JSON and OAuthExperience with workflow and system-to-system automationScripting experience with PowerShell, Python, JavaScript or similarExperience with Azure Logic Apps, Power Automate, middleware or iPaaS technologiesKnowledge of Genesys reporting and analytics, WEM or Quality ManagementExposure to AI-enabled contact center technologies, including virtual agents, chatbots, Agent Assist or conversational AIExperience with enterprise application integrations and customer-specific technical solutionsGenesys Cloud certificationExperience with Genesys Engage combined with meaningful Genesys Cloud experience Benefits Perks of being one of us:  Flexible work setup: work fully remotely from any country in the EU on a freelance/B2B contract, or join our Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package. Autonomy: an environment where your technical vision matters, and you own your work-life balance.  Growth: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries.  Global vibe: an international, dynamic, remote-first workplace.  Connectivity Support: home office allowanceTotal Rewards: paid time off and competitive remuneration. Community: team get-togethers and networking events are in our DNA!  Seamless Living: need a base? Digitally check into a spacious room at our WN LAB Hotel, Bulgaria's biggest and coolest 4★ co-living hotel. No deposit, with special discounted rates for single apartments starting from 660 EUR/month (utilities & cleaning included!).  Be part of something beyond work: culture, values, impact.     How to Apply / What Happens Next:  Send us your CV by hitting the "Apply" button.  You will hear from one of our Global Talent Connectors within 5 business days with the next steps.  Meet us on MS Teams and tell us what excites you.  Next stage could be a test or a task - we want to see what you DO (not just what you say)  Along this journey and depending on the role you are applying for, prepare to meet either our Chief Talent Gaucho, your future leader or our Head Honcho!      Want to learn more? Check us out below:  https://www.worknomads.com/   Interest piqued? Join us! WorkNomads — A Nation Without a Country We celebrate the right of every human to be themselves and provide opportunities for global talent to shine. Diversity, social equity, and inclusion are at the core of who we are. We create an environment where different voices are respected, heard and empowered in equal measure. We're breaking down the boundaries by designing a new nomadic economy by enabling people to do what they love and be where they want.