EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
The Genesys Cloud CX Engineer is responsible for designing, developing, configuring, and maintaining customer experience (CX) and contact center solutions using the Genesys Cloud CX platform. This role involves building Architect flows, integrating systems, configuring routing strategies, and ensuring optimal platform performance to support business objectives.
Responsibilities
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Design, develop, and enhance IVR/IVA flows using Genesys Architect
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Build and optimize call routing strategies, queues, skills, schedules, and user configurations
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Develop bots using Genesys Dialog Engine (NLU/NLP) for voice and digital channels
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Create automation workflows using Genesys Cloud APIs, web services, and 3rd‑party integrations
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Configure telephony components including SIP trunks, DID routing, Edge settings, and station setups
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Enable, configure, and support digital channels: chat, email, messaging, social media
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Deploy new features, enhancements, and platform updates as part of continuous improvement
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Integrate Genesys Cloud CX with external systems (CRM, ticketing, authentication systems)
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Utilize REST APIs, webhooks, and event streams for custom use cases
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Collaborate with development teams to support middleware or backend integrations
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Monitor performance, call flows, interaction paths, and platform health
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Perform root-cause analysis of call failures, routing issues, and telephony problems
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Provide L2/L3 technical support for incidents and collaborate with Genesys Care for escalations
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Build dashboards and custom reports using Genesys Analytics (Interaction Insights, Performance Dashboards)
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Analyze KPIs such as SLA, AHT, abandonment rate, agent performance, and flow efficiency
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Recommend improvements based on analytical insights
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Manage user roles, permissions, and access control
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Ensure SSO, data privacy, and compliance standards are maintained
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Work with CX, IT, development, WFM, and business teams to support operational needs
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Document configurations, flows, integrations, and release changes
Requirements
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8 – 15 years of experience with Genesys Cloud CX engineering or development
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Strong hands-on expertise in:
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Architect flow design (call flows, IVRs, bots)
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Routing strategies (ACD, skills, preferred agent, bullseye)
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Telephony (SIP, trunks, call control)
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Digital channels (chat/email/messaging)
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Experience with:
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REST APIs, JSON, web services
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OAuth, SSO/IdP integrations (Azure AD, Okta, Ping, etc.)
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Cloud networking basics (AWS/Azure preferred)
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Strong problem-solving and analytical thinking
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Excellent communication skills for technical and business audiences
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Ability to work in fast-paced, agile environments
Nice to have
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Genesys Cloud CX Certified Professional (GCX-P)
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Genesys Cloud Architect Certification
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ITIL Foundation (beneficial)
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Experience with AI-powered bots, sentiment analysis, speech analytics
Experience with contact center migrations (Avaya, Cisco, Genesys Engage- Cloud CX)
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Familiarity with scripting (Python, PowerShell, JavaScript)
We offer
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Opportunity to work on technical challenges that may impact across geographies
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Vast opportunities for self-development: online university, knowledge sharing opportunities globally, learning opportunities through external certifications
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Opportunity to share your ideas on international platforms
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Sponsored Tech Talks & Hackathons
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Unlimited access to LinkedIn learning solutions
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Possibility to relocate to any EPAM office for short and long-term projects
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Focused individual development
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Benefit package:
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Health benefits
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Retirement benefits
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Paid time off
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Flexible benefits
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Forums to explore beyond work passion (CSR, photography, painting, sports, etc.)
