Senior CX Engineer

Role Overview

We are seeking a highly skilled Senior CX Engineer to lead the optimization and maintenance of our customer experience infrastructure. The ideal candidate is a Genesys Cloud CX specialist who can seamlessly manage complex API integrations and ensure the high performance of our communication platforms. You will serve as the technical point of contact for campaign management and high-level system troubleshooting.

Key Responsibilities

• Campaign Management: Lead the technical execution of CX campaigns, including the ability to add, remove, and modify campaign parameters to meet evolving business needs.
• System Maintenance: Perform continuous monitoring of the Genesys Cloud CX system to ensure maximum uptime and efficiency.
• Technical Troubleshooting: Conduct deep-dive investigations and resolve both minor and major issues within the CX environment.
• API Integration: Design, implement, and maintain various API integrations to connect the CX platform with third-party tools and internal databases.
• Incident Response: Act as the primary escalation point for critical system failures, providing rapid root cause analysis and permanent fixes.

Qualifications and Skills

• Experience: A minimum of 5+ years of professional experience in customer experience engineering or a related technical field.
• Technical Expertise: Proven track record as a specialist on Genesys Cloud CX, with a deep understanding of its architecture and capabilities.
• Integration Skills: Extensive experience working with different kinds of API integrations (RESTful, SOAP, etc.) to enhance system functionality.
• Problem Solving: Exceptional ability to perform troubleshooting for complex, multi-layered technical environments.
• Certification: While not mandatory, being Genesys certified is highly preferred and will be considered a significant advantage.
• Analytical Mindset: Strong ability to carry out detailed investigations into system performance and user experience bottlenecks.