Genesys Cloud Engineer (Remote)

WorkNomads is on the hunt for a Genesys Cloud Engineer to join our team!

Who We Are: We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country. Remote engineering services, global impact — expert engineering, design, and business talent in cross-disciplinary project teams. Diversity celebrated — 40+ nationalities, 4 continents, one team. Continuous growth — we invest in you: projects, coliving, community, pushing you beyond what you thought possible.

Your mission at WorkNomads: Provide L2 support and troubleshooting for Genesys Cloud CX in production environments. Take ownership of incidents from initial investigation through to resolution, escalation and follow-up. Administer and configure Genesys Cloud, including users, permissions, queues, skills, routing and standard platform settings . Configure and troubleshoot inbound and outbound contact center functionality. Design, modify and troubleshoot IVR and call flows using Genesys Architect . Investigate complex issues using logs, traces, configuration, platform data and other technical evidence . Troubleshoot issues related to ACD, SIP, RTP, VoIP, DNS and TCP/IP in collaboration with relevant technical teams. Analyze recurring incidents and identify opportunities to improve platform stability, configuration and support processes. Maintain clear and accurate technical documentation, incident records and knowledge-base materials. Collaborate with customers, operational teams, engineers and other technical stakeholders in an international, distributed environment. Contribute to Genesys Cloud improvement and customer projects, gradually taking ownership of more complex technical solutions. Support and contribute to integrations, APIs, automation and system-to-system workflows where relevant. Share knowledge and contribute to the continuous development of Genesys Cloud capabilities within the team. Stay current with new Genesys Cloud features and emerging contact center technologies and AI-enabled capabilities .