Senior Genesys Cloud Engineer

About this role

Key Requirements 5 years of Genesys Cloud experience preferred. 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: Email Voice Outbound (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...