Senior Genesys Cloud Engineer

About Position:

We are seeking a seasoned Genesys Cloud Solution Architect to lead the design, migration, and optimization of CCaaS platforms in a digital-first environment. This role is critical for driving transformation from legacy on-prem systems to modern cloud-based solutions, ensuring seamless integration with Salesforce and delivering exceptional customer experiences.

• Role: Senior Genesys Cloud Engineer
• Location: All Persistent Locations
• Experience: 6 to 13 Years
• Job Type: Full Time Employment

What You'll Do:

• Design and architect end‑to‑end contact center solutions using Genesys Cloud
• Lead solution design for voice, IVR, call routing, ACD, and digital channels
• Translate business requirements into scalable, secure, and high‑availability architectures
• Configure and optimize Genesys Cloud Architect flows, routing strategies, and queues
• Lead and support Genesys Cloud implementations, migrations, and upgrades
• Design and support integrations with CRM and enterprise systems using APIs, web services, and middleware
• Provide technical leadership during customer discussions, solution workshops, and design reviews
• Support pre‑sales activities, including solution presentations and technical proposals
• Troubleshoot complex production issues and perform deep root cause analysis
• Guide development teams and review configurations to ensure best practices
• Ensure solutions meet performance, security, and compliance requirements
• Prepare architecture documents, design artifacts, and implementation guidelines

Expertise You'll Bring:

• 6 to 13 years of experience in Contact Center technologies
• Strong hands‑on experience with Genesys Cloud (PureCloud)
• Expertise in IVR, ACD, call routing, Architect flows, and queues
• Strong understanding of voice and digital channels (Chat, Email, Messaging)
• Experience with Genesys Cloud APIs, integrations, and event frameworks
• Knowledge of SIP, VoIP, PSTN, CTI, and telephony concepts
• Experience integrating Genesys Cloud with CRM platforms (Salesforce, ServiceNow, Zendesk, etc.)
• Strong troubleshooting and analytical skills in enterprise contact center environments
• Ability to lead architecture discussions and interact with stakeholders at multiple levels

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent - persistent.com/careers

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."