Senior Genesys Systems Engineer

About the role

Forward Financing, a Boston‑based fintech, is looking for a Senior Genesys Systems Engineer to own and evolve its contact‑center platform. You will act as the primary subject‑matter expert, collaborating with cross‑functional teams and Salesforce colleagues to deliver robust integrations and scalable omnichannel routing.

Key responsibilities

• Serve as shared owner and primary administrator of the Genesys contact‑center platform.
• Configure, manage, and continuously optimize routing, IVR, and omnichannel workflows across voice, SMS, and email.
• Navigate and maintain a complex omnichannel setup that integrates SMS, voice, and email communications.
• Become an expert in Genesys flow logic and design innovative, scalable solutions to business and technical challenges.
• Gather requirements from business stakeholders and translate them into robust technical designs within the Genesys ecosystem.
• Troubleshoot advanced platform issues, manage complex incidents, and ensure long‑term system health.
• Monitor system performance and capacity, and lead integrations with internal CRM and third‑party tools.
• Collaborate with Salesforce colleagues to co‑develop new features.

Required profile

• 5+ years of experience as a Genesys Administrator, Engineer, or Architect (Genesys Cloud CX preferred).
• Deep technical expertise in the Genesys platform and contact‑center technologies.
• Proven ability to design, implement, and optimize omnichannel routing and IVR solutions.
• Strong problem‑solving skills and experience handling high‑severity incidents.
• Experience working with business stakeholders to translate requirements into technical solutions.

Required skills

• Genesys Cloud CX
• Genesys platform administration
• Salesforce
• CRM integration
• IVR design
• Omnichannel routing (voice, SMS, email)
• Genesys flow logic
• Performance monitoring and capacity planning

What we offer

• Impactful ownership of a critical platform that directly influences core business operations.
• Mission‑driven fintech environment focused on supporting small businesses.
• Flexible work location (home, office, or hybrid) and flexible hours.
• Recognition as a Best Place to Work and Great Place to Work® certified employer.