Job Description
Job Title: Senior Genesys Cloud Integration Engineer – Customer Experience & AI
Contract Type / Duration: Contract – 6 Months
Location: Remote – United States
Travel: Potential travel to Texas approximately once per quarter. Business travel expenses will be covered.
Job Summary / Overview
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 is a hands-on engineering role focused on creating seamless omnichannel customer experiences. The engineer will build integrations that allow customers to move from digital self-service experiences to live-agent interactions while preserving customer context, interaction history, journey data, and intent.
The ideal candidate combines strong Genesys Cloud CX experience with hands-on API/software integration engineering, AWS, and modern development technologies. Experience with conversational AI, virtual assistants, and AI-enabled customer engagement is highly desirable.
Top Required Skills (Ranked)
Genesys Cloud CX Integration Engineering – 3+ years of hands-on Genesys Cloud CX experience, including integrations, routing, digital channels, and customer engagement workflows.
REST API & Software Integration Development – Strong hands-on experience developing REST APIs, webhooks, integration services, and middleware connecting customer-facing applications with enterprise platforms.
Cloud & Software Engineering – Experience developing cloud-based applications and services using AWS and programming technologies such as JavaScript/TypeScript, Node.js, Java, Python, or C#.
Key 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
Capture customer interaction history, application context, intent, and journey data
Implement AI-powered customer engagement capabilities
Support virtual agents, intent recognition, AI-generated summaries, and agent-assist capabilities
Develop integration services and middleware components
Troubleshoot and optimize production integrations and customer engagement workflows
Collaborate with architects, software developers, product teams, and business stakeholders
Support customer journey analytics and reporting initiatives
Participate in architecture reviews and implementation planning
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 one or more of:
JavaScript / TypeScript
Node.js
Java
Python
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
Agent Assist
AI-generated interaction summaries
Customer journey analytics
Event-driven architecture
Microsoft Dynamics 365 integrations
Salesforce integrations
ServiceNow integrations
Healthcare industry experience