Genesys Engineer

About this role

Upgrade, a fintech company serving millions of customers, seeks a Genesys Engineer to design, configure, and maintain omnichannel contact center solutions on the Genesys Cloud platform. You'll partner with business and technology teams to optimize customer service operations and drive platform enhancements in a hybrid Phoenix-based role.

What you'll do

• Design, implement, configure, and test contact center solutions on Genesys Cloud
• Lead critical projects supporting contact center growth and evolution
• Partner with Operations, Business, and Technology teams on requirements and project delivery
• Troubleshoot and resolve platform issues while minimizing operational disruption
• Evaluate and recommend new Genesys Cloud capabilities to improve customer experience
• Participate in on-call support and after-hours change management activities

What they're looking for

• Genesys Cloud platform expertise (5+ years contact center technology experience)
• Interaction Flow Design and Intelligent/Predictive Routing
• Omnichannel configuration (voice, chat, messaging, email)
• Solution testing, troubleshooting, and production support
• Problem-solving and analytical thinking
• Cross-functional communication and stakeholder management
• API integrations and CRM platform connections (preferred)
• Genesys Cloud certification (preferred)