Senior CTI Engineer Genesys Cloud CX / Connect

We are looking for a highly skilled CTI Engineer / Genesys Cloud CX / Connect Engineer with strong expertise 

in designing, configuring, and supporting complex contact center environments. The ideal candidate will

have hands-on experience in Genesys Cloud CX, Connect, or Pure Connect, including IVR design, CRM 

integrations, bot development, and cloud configurations.

Responsibilities

• Manage and prioritize technology-driven projects, ensuring on-time and high-quality 

delivery.

• Experience in Presales Support and/or Project Management of highly technical products 

and solutions.

• Acting as a bridge between technical teams and stakeholders, translating business 

requirements into technical solutions

• Identifying and overseeing risks, dependencies, and technical challenges to ensure project 

success.

• Able to articulate and communicate complex technical issues to non-technical customers.

• Acting as a bridge between technical teams and stakeholders, translating business 

requirements into technical solutions

• Ensure technical teams follow best practices, coding standards, and architectural 

guidelines.

• Support post-implementation reviews and continuous improvement initiatives.

• Design and implement robust solutions on Genesys Cloud CX / Connect or similar contact 

center platforms (cloud/premise).

• Configure and maintain:

o IVRs, secure flows, and call flows

o Outbound dialer, survey tools, WFM, and quality management

o CRM integrations with Salesforce, MS Dynamics, Zendesk

• Develop and deploy:

o Chatbot, webchat, and voicebot solutions

o Integrate social media, SMS, and open message channels

• Manage Genesys Pure Connect setup including CIC Server, media server, gateway installation, 

patch upgrades, and migrations.

• Configure Genesys PureCloud environment including virtual edge and bridge servers.

• Provide accurate work estimates and ensure delivery timelines.

• Offer post-deployment technical support, troubleshoot issues, and maintain SLA compliance.

• Collaborate with internal teams (Presales, Tech Support, DevOps) to deliver seamless 

deployments.

• Stay current with emerging technologies and industry best practices.

Key Requirements

• Experience: 10+ years in Genesys Cloud CX / Connect / PureConnect or similar contact center 

platforms.

• Tech Expertise:

o IVRs, WFM, secure flows, dialer, CRM integration

o Bot development (voice/chat), scripting, and channel integrations

o Media server/gateway installation and PureCloud environment setup

• Strong project estimation and stakeholder management skills.

• Genesys Cloud CX certifications or any relevant cloud certification is a plus.

• Presales demo experience in Genesys environment is an added advantage.

• Excellent troubleshooting, analytical, and communication skills.

• Fluent in both verbal and written in English language

Contact Details

[Confidential Information]