CPI Security
Genesys Cloud Engineer
About this role
CPI Security seeks an experienced Genesys Cloud Engineer to own and optimize their contact center platform, with primary responsibility for outbound dialing strategy, configuration, and performance. You'll collaborate across teams to translate business objectives into scalable Genesys solutions while maintaining compliance and supporting emerging AI capabilities.
What you'll do
- Own configuration, administration, monitoring and optimization of Genesys Cloud outbound dialing capabilities and campaigns
- Design and maintain outbound campaigns, contact lists, dialing modes, callable time sets, queue assignments and attempt controls
- Monitor dialer performance metrics and recommend improvements based on contact rates, abandonment and business priorities
- Build and support Genesys Architect flows, ACD routing, skills-based routing, and integrations with Salesforce and business systems
- Troubleshoot voice quality, SIP/VoIP, carrier connectivity, routing issues and contact center incidents
- Maintain compliance-related dialer settings including calling windows, attempt limits and suppression controls in partnership with Legal and Compliance
What they're looking for
- Genesys Cloud CX administration and engineering
- Outbound campaign design and optimization
- Genesys Architect and ACD routing configuration
- SIP, VoIP and carrier services knowledge
- REST APIs, webhooks, OAuth and JSON
- Salesforce integration and CRM platforms
- Voice troubleshooting and network fundamentals
- Workforce management and quality assurance tools
Benefits
- Competitive benefits package
- Ongoing training and professional development
- Growth opportunities within the company
- In-office role at headquarters location
- Exposure to leading-edge contact center technology
- Collaborative environment with cross-functional teams
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CPI Security
CPI Security builds integrated security and customer management solutions leveraging Salesforce and AWS technologies. The company is hiring QA engineers, DevSecOps engineers, and cybersecurity engineers to ensure quality, embed security across development pipelines, and manage threat detection and incident response operations.
View all jobs at CPI SecurityLikely interview questions
- Walk us through your experience designing and optimizing outbound campaigns in Genesys Cloud, including how you've handled high-volume concurrent campaigns
- Describe a time you troubleshot a complex dialing issue involving carrier responses, routing problems or contact list errors—what was your approach?