Job Description
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: