Senior Genesys Cloud Integration Engineer – Customer Experience & AI

Introduction

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 role focuses on creating seamless omnichannel customer experiences and requires a strong blend of Genesys Cloud CX experience with hands-on API/software integration engineering.

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
• Develop integration services and middleware components
• Support customer journey analytics and reporting initiatives
• Collaborate with architects, software developers, product teams, and business stakeholders

Requirements

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 JavaScript/TypeScript, Node.js, Java, Python, or 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
• AI-generated interaction summaries
• Customer journey analytics
• Event-driven architecture
• Microsoft Dynamics 365 integrations
• Salesforce integrations
• ServiceNow integrations
• Healthcare industry experience

Key Technologies

• Genesys Cloud CX
• AWS
• REST APIs
• Webhooks
• OAuth
• JSON
• JavaScript / TypeScript
• Node.js
• Java
• Python
• Microsoft Dynamics 365
• Conversational AI
• Virtual Assistants
• Customer Journey Analytics
• Omnichannel Engagement Platforms