Genesys Systems Engineer

About the role

Forward Financing is seeking a Genesys Systems Engineer to support and maintain its contact center platform. You will work closely with cross‑functional teams and Salesforce colleagues to translate business needs into technical solutions across voice, SMS, and email channels.

Key responsibilities

• Provide support and maintenance for the Genesys contact center platform, including routing, IVR, and omnichannel workflows.
• Assist in configuring, managing, and optimizing contact center routing and integrations with internal CRM and third‑party tools.
• Troubleshoot platform issues, resolve incidents, and monitor system performance and capacity.
• Collaborate with business stakeholders to gather requirements and translate them into technical designs.
• Work with Salesforce teams on feature co‑development and integration.

Required profile

• 2‑4 years of experience in a telecom role such as Genesys Administrator or Engineer (Genesys Cloud CX preferred).
• Proven ability to work directly with business stakeholders and technical support teams.
• Strong problem‑solving and critical‑thinking skills.
• Excellent written and verbal communication abilities.

Required skills

• Genesys platform expertise (routing, basic API integrations, omnichannel capabilities).
• Experience with digital campaign management (SMS, email) and autodialer campaigns.
• Understanding of telecom concepts, WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing.
• Knowledge of Salesforce and integrating it with contact center systems.