Senior Genesys Cloud Engineer

We are looking for a Senior Genesys Cloud Specialist to support Telephony Delivery, with a primary focus on two strategic areas: the integration and enhancement of the WhatsApp channel within the contact center platform and the development of new IVR functionalities.

The selected candidate will also contribute to cross-functional business initiatives, particularly in campaign and tooling rollouts for Marketing. Experience with Skill-Based Dialling (SBD) and Outbound Campaign Management in Genesys Cloud will be important for this role

Language Requirements: Fluency in both Spanish and English is required.

Responsibilities

• Designing, configuring, and deploying IVR flows in Genesys Cloud Architect, including routing logic, customer identification and authentication, and pre-operator stages.

• Leading the development and integration of the WhatsApp Business channel within Genesys Cloud, including templates, digital routing, and Business-Scoped User ID (BSUID) management.

• Configuring and optimizing Outbound and Skill Based Dialling campaigns, including Fair Use compliance, dialling ratios, and agent-to-skill assignment.

• Acting as a technical reference for Marketing rollout initiatives, including campaign assignment, predictive and progressive dialling, contact list management, and contactability.

• Contributing to the evolution of Genesys Cloud integration architecture with internal applications using the Embeddable Framework, EventBridge, and APIs.

• Providing functional and technical support for incidents and requests related to IVR, WhatsApp, and Outbound functionality.

• Documenting solution designs, flows, and configurations and preparing technical deliverables, including manuals, diagrams, and test cases, in English and Spanish.

• Defining and applying best practices, configuration standards, and test plans for new platform developments.

• Collaborating with Genesys, system integrators, and other vendors on incident resolution and the evaluation of new platform features.

• Working closely with Marketing, Operations, Development, and Platform teams to translate business requirements into technical solutions.

• 6+ years of hands-on experience with Genesys Cloud CX in high-volume contact center environments.

• Strong experience developing and configuring IVR flows with Genesys Cloud Architect; experience with Composer/ININ in Genesys OnPrem is also relevant.

• Hands-on experience integrating WhatsApp Business API with contact center platforms.

• Demonstrable expertise in Skill Based Dialling (SBD) and Outbound campaign management in Genesys Cloud, including Fair Use, dialling ratios, DNC lists, and contactability.

• Hands-on experience with Genesys Cloud REST APIs, Data Actions, and webhooks for third-party and internal system integrations.

• Experience with digital channels, including chat and SMS, and digital routing/ACD configuration.

• English B2+ and Spanish C1+ proficiency.

Nice to Have

• Experience with Speech and Text Analytics and contactability dashboards.

• Knowledge of telephony regulatory frameworks, including STIR/SHAKEN, Ley SAC, and prefix regulations, as applied to IVR and Outbound solutions.

• Official Genesys Cloud certifications, such as Genesys Cloud Certified Professional.

• Experience with Genesys OnPrem to Genesys Cloud migration projects.

• Knowledge of conversational AI or AIOps solutions for IVR and voicebots, such as ElevenLabs or similar platforms.

• Experience working with large-scale contact centers in the security, alarms, or subscription services sectors.

We offer:

Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.

Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

Work From Anywhere Culture: make the most of the flexib...