Lead Engineer - Consulting and Services

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Location: US Based. Remote
 

Job Summary:

As a Lead Engineer within our Professional Services group at Genesys, you will play a strategic role in the deployment, integration, and support of Genesys Cloud solutions for enterprise customers. You’ll collaborate with cross-functional teams, ensure technical excellence in every implementation, and serve as a trusted advisor to our clients through your expertise and professionalism.

Key Responsibilities:

Solution Deployment (85%)

• Partner with Project Managers to ensure successful project delivery.

• Execute technical implementation activities from post-sale through support transition.

• Adhere to PSO implementation standards and best practices.

• Validate test plans and provide regular project status updates.

• Deliver onsite and remote support for customer escalations.

• Maintain an average of 70% billable utilization across projects.

• Proactively identify and resolve engagement-related issues.

• Support internal teams with escalated service calls and maintenance activities.

• Deliver technical training sessions to internal and external stakeholders.

• Uphold a customer-first mindset and professionalism in high-pressure scenarios.

Administration (5%)

• Submit timesheets, expense reports, and project documentation on time.

• Maintain clear and consistent communication with project teams and leadership.

• Contribute to internal process improvements and documentation initiatives.

• Comply with department protocols and workflow standards.

Training and Development (10%)

• Stay current with emerging technologies through continuous learning and certifications.

• Build and maintain lab environments to enhance technical skills.

Minimum Qualifications:

• 10+ years of experience in contact center application development or support.

• At least 3 years of hands-on experience with the Genesys Cloud Platform.

• Strong working knowledge of Amazon Web Services (AWS).

• Demonstrated experience working with APIs, JSON, and JavaScript for systems integration and development.

• Effective verbal and written communication skills.

• Proficiency in tools such as Wireshark, MS Visio, Microsoft Office Suite, and Outlook.

Preferred Qualifications:

• Experience with Genesys Cloud Edge, AudioCodes, and IP telephony hardware.

• Familiarity with network infrastructure including routing and switching (Cisco, Juniper).

• Proven ability to manage escalations and communicate with business stakeholders.

• Understanding of cloud-based change control processes and service operations.

Work Context:

• Collaborate regularly with internal stakeholders, including project and engineering teams.

• Utilize computers and software systems to perform technical and administrative tasks.

• Ability to travel up to 25%, including international travel as required.

#LI-REMOTE

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.