Senior Genesys Cloud Engineers || || Remote

Genesys CLOUD EXPERIENCE IS A MUST

Role: Senior Genesys Cloud Engineers (Senior Engineer – CCaaS Operations)
Openings: Two Interviews: 2 rounds (all Virtual)
Location: 100% Remote
Contract to Hire – US Citizens ONLY.

General Challenges
We have been struggling with both roles due to:

· Candidates having primarily on‑prem Genesys Engage experience instead of Genesys Cloud.

· Limited candidates who meet the required years of hands‑on cloud experience.

· Clearance requirements narrowing the talent pool.

1. Senior Genesys Cloud Engineers (2 openings)
Key Requirements

· 5 years of Genesys Cloud experience preferred.

o 3 years is acceptable and considered strong given market limitations.

· Candidates must have hands-on engineering experience, not just support.

· Must be able to hit the ground running with minimal hand-holding.

· Strong communication skills—they will often be in meetings alone and must communicate effectively with various stakeholders.

· Experience leading or driving projects is preferred.

· Must have implemented at least 3 channels in Genesys Cloud:

o Email

o Voice

o Outbound

o (Inbound voice alone is not enough—too basic.)

· If they have strong communication skills and multi-channel experience on other platforms but only 1–2 years in Genesys Cloud, we will still consider them.

Common Issues Encountered

· Many resumes show 15–20 years of Genesys Engage (on‑prem) and very little cloud experience.

· Candidates lacking true hands-on experience or project ownership.

· We need engineers who can quickly learn Maximus standards and perform with minimal oversight.

Pipeline

· Currently one candidate who passed the first screening and may be a solid fit. No other viable resumes.

JD: As a member of the Maximus Contact Center CX team the Senior Engineer should be able to configure, troubleshoot and support on Contact Center as a Service, TTY and Fax solutions that make up the Contact Center environment at Maximus. The Senior Engineer will serve in a technical role and interact with others on the Contact Center team, other IT resources, internal Business, external Clients, and various vendors. Roles and responsibilities:

· Design advanced cloud contact center solutions, including routing, IVR, workforce management, analytics and reporting to meet complex business needs leveraging AI solutions such as (CoPilot, Bedrock, Amazon Q in Connect, KoreAI and MurfAI).

· Lead the deployment, configuration and integration of cloud contact center systems with existing IT infrastructure, ensuring seamless functionality and optimal performance.

· Provide senior level support and troubleshooting for complex technical issues, implementing solutions to ensure minimal disruption and system reliability. .

· Analyze existing and new voice and data networks (as needed) and recommend solutions

· Troubleshoot, maintain, upgrade, and identify problem areas and solve issues in a proactive manner

· Mentor and train junior engineers and other team members on functionality, best practices and troubleshooting techniques.

· Research emerging customer experience and conversational AI technologies, evaluate new tools and platforms, upskill on emerging customer experience innovations, and contribute to continued improvement of Maximus solutions offerings

· Ability to communicate clearly, both verbal and written, with internal team, other IT teams, Customers, Clients and Partners

· Ability to work unscheduled hours in case of emergency work/outages

· Create comprehensive playbooks, develop support documentation, and implement automation for handling support requests on enterprise AI platform(s).

Skills:

· Degree in a computer related field or equivalent professional technical experience.

· Ability to solve problems quickly and accurately.

· 5+ years of experience in cloud-based contact center solutions, including experience in including experience in deploying, configuring and managing such systems

· Deep understanding of Cloud Contact Center (Genesys, Connect, NiceCX, etc.), including IVR, call flows, routing, AI, workforce management and reporting.

· Experience with tools and services required for Cloud Contact Center Implementation and development for Genesys, Amazon Connect and/or Nice InContact. Ie. (Genesys Architect, Amazon Connect flow builder, Lambda, DynamoDB, Lex, API Gateway)

· Understand the basics and concepts of Generative AI and associated guard rails.

· Strong technical skills in cloud technologies, system integration and troubleshooting.

· Excellent organizational, interpersonal, written, and verbal communication skills.

· Ability to perform comfortably in a fast-paced, deadline-oriented work environment and execute many tasks simultaneously.

· Ability to work as a team member, as well as independently.

· Strong follow-through, ownership & responsibility of work

· Knowledge of HTTP requests, REST web services, and JSON.

· Desirable: Certifications or related training/badges for Genesys, Amazon or Nice InContact.

Mohit Joshi | Kappium LLC
Sr. Technical Recruiter
Email: