Lead Engineer - Consulting and Services

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Location: US Based. Remote
 

Job Summary:

As a Lead Engineer within our Professional Services group at Genesys, you will play a strategic role in the deployment, integration, and support of Genesys Cloud solutions for enterprise customers. You’ll collaborate with cross-functional teams, ensure technical excellence in every implementation, and serve as a trusted advisor to our clients through your expertise and professionalism.

Key Responsibilities:

Solution Deployment (85%)

• Partner with Project Managers to ensure successful project delivery.

• Execute technical implementation activities from post-sale through support transition.

• Adhere to PSO implementation standards and best practices.

• Validate test plans and provide regular project status updates.

• Deliver onsite and remote support for customer escalations.

• Maintain an average of 70% billable utilization across projects.

• Proactively identify and resolve engagement-related issues.

• Support internal teams with escalated service calls and maintenance activities.

• Deliver technical training sessions to internal and external stakeholders.

• Uphold a customer-first mindset and professionalism in high-pressure scenarios.

Administration (5%)

• Submit timesheets, expense reports, and project documentation on time.

• Maintain clear and consistent communication with project teams and leadership.

• Contribute to internal process improvements and documentation initiatives.

• Comply with department protocols and workflow standards.

Training and Development (10%)

• Stay current with emerging technologies through continuous learning and certifications.

• Build and maintain lab environments to enhance technical skills.

Minimum Qualifications:

• 10+ years of experience in contact center application development or support.

• At least 3 years of hands-on experience with the Genesys Cloud Platform.

• Strong working knowledge of Amazon Web Services (AWS).

• Demonstrated experience working with APIs, JSON, and JavaScript for systems integration and development.

• Effective verbal and written communication skills.

• Proficiency in tools such as Wireshark, MS Visio, Microsoft Office Suite, and Outlook.

Preferred Qualifications:

• Experience with Genesys Cloud Edge, AudioCodes, and IP telephony hardware.

• Familiarity with network infrastructure including routing and switching (Cisco, Juniper).

• Proven ability to manage escalations and communicate with business stakeholders.

• Understanding of cloud-based change control processes and service operations.

Work Context:

• Collaborate regularly with internal stakeholders, including project and engineering teams.

• Utilize computers and software systems to perform technical and administrative tasks.

• Ability to travel up to 25%, including international travel as required.

#LI-REMOTE

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$152,900.00 - $283,900.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home oppor