Senior Genesys Cloud Integration Engineer – Customer Experience & AI

Job Description

Job Title: Senior Genesys Cloud Integration Engineer – Customer Experience & AI

Contract Type / Duration: Contract – 6 Months

Location: Remote – United States

Travel: Potential travel to Texas approximately once per quarter. Business travel expenses will be covered.

Job Summary / Overview

We are seeking a Senior Genesys Cloud Integration Engineer to design and implement integrations connecting customer-facing web and mobile applications, chat experiences, virtual assistants, AI services, and customer service channels with Genesys Cloud CX.

This is a hands-on engineering role focused on creating seamless omnichannel customer experiences. The engineer will build integrations that allow customers to move from digital self-service experiences to live-agent interactions while preserving customer context, interaction history, journey data, and intent.

The ideal candidate combines strong Genesys Cloud CX experience with hands-on API/software integration engineering , AWS, and modern development technologies. Experience with conversational AI, virtual assistants, and AI-enabled customer engagement is highly desirable.

Top Required Skills (Ranked)

1. Genesys Cloud CX Integration Engineering – 3+ years of hands-on Genesys Cloud CX experience, including integrations, routing, digital channels, and customer engagement workflows.
2. REST API & Software Integration Development – Strong hands-on experience developing REST APIs, webhooks, integration services, and middleware connecting customer-facing applications with enterprise platforms.
3. Cloud & Software Engineering – Experience developing cloud-based applications and services using AWS and programming technologies such as JavaScript/TypeScript, Node.js, Java, Python, or C#.

Key Responsibilities

• Design and implement integrations with Genesys Cloud CX
• Build REST API integrations between web/mobile applications and contact center platforms
• Configure Genesys Cloud routing, digital channels, and customer engagement workflows
• Implement chat, messaging, voice, virtual assistant, and omnichannel experiences
• Enable seamless escalation from digital self-service to live agents
• Preserve and transfer customer context throughout the customer journey
• Capture customer interaction history, application context, intent, and journey data
• Implement AI-powered customer engagement capabilities
• Support virtual agents, intent recognition, AI-generated summaries, and agent-assist capabilities
• Develop integration services and middleware components
• Troubleshoot and optimize production integrations and customer engagement workflows
• Collaborate with architects, software developers, product teams, and business stakeholders
• Support customer journey analytics and reporting initiatives
• Participate in architecture reviews and implementation planning

Required Qualifications

• 5+ years of software engineering, integration engineering, or contact center engineering experience
• 3+ years of hands-on Genesys Cloud CX experience
• Strong REST API and enterprise integration experience
• Experience developing cloud-based applications and services
• AWS experience
• Hands-on programming experience with one or more of:
• JavaScript / TypeScript
• Node.js
• Java
• Python
• C#
• Experience with REST APIs, JSON, and webhooks
• Understanding of OAuth and SSO authentication
• Experience troubleshooting production systems and enterprise integrations
• Strong communication and collaboration skills

Preferred Skills / Nice to Have

• Genesys Cloud certifications
• Genesys AI experience
• Conversational AI
• Virtual assistants / virtual agents
• Agent Assist
• AI-generated interaction summaries
• Customer journey analytics
• Event-driven architecture
• Microsoft Dynamics 365 integrations
• Salesforce integrations
• ServiceNow integrations
• Healthcare industry experience