Genesys Contact Center Engineer

We are seeking a Part-time Genesys Contact Center Engineer  to support the configuration, maintenance, and optimization of Genesys Cloud Contact Center solutions. This role is ideal for a self-motivated professional with hands-on experience in Genesys Cloud and a strong understanding of contact center technologies. The contractor will work remotely and independently, collaborating with internal teams or clients to deliver high-quality solutions.

Responsibilities and Duties

• Configure and maintain Genesys Cloud components (IVR, routing, bots, voice, chat, email).

• Perform troubleshooting, updates, and patching of Genesys Cloud environments.

• Collaborate with cross-functional teams to ensure seamless integration and performance.

• Provide support for Packaged Contact Center Enterprise (PCCE) environments.

• Monitor system performance and implement optimizations for high availability.

• Develop and maintain documentation for configurations and procedures.

• Train internal teams or clients on Genesys Cloud usage and best practices.

• Stay current with Genesys Cloud updates, features, and industry trends.

• Negotiate and fulfill contract terms with clients.

• Manage own business operations including invoices and taxes.

• Market services and maintain client relationships.

• Ensure compliance with relevant laws and industry standards.

• Resolve issues related to service delivery independently.

Job Requirements:

• Genesys Cloud Certification (required).

• Minimum 2 years of hands-on experience with Genesys Cloud.
• NICE CXONE  experience preferred.

• 4+ years of experience in cloud contact center environments.

• Strong understanding of voice/UC technologies and PCCE support.

• Bachelor's degree in IT, Computer Science, or equivalent experience.

• Excellent communication, problem-solving, and documentation skills.

• Ability to work independently and manage multiple projects.

• Strong Customer Service skills

• Strong Troubleshooting Capabilities

• Proven Computer Networking skills

• Microsoft Server 2003/2008/2012

• Microsoft Exchange

• Active Directory

• Hardware and software installation

• Ability to handle and prioritize tasks each day.

• Fully remote.

• Flexible hours based on project needs.

• Reports directly to VP IT

Must be able to pass a federal  background check going back 7 years without felonies. Must be able to pass a federal credit check.