Genesys Cloud Engineer

About the role

CPI Security is seeking an experienced Genesys Cloud Engineer to serve as the technical owner for our Genesys Cloud CX environment, with a strong focus on outbound dialer strategy, administration, performance and optimization. This role helps strengthen internal platform ownership, improve contact center productivity and support the technology that helps CPI protect what matters most. This full-time role is based in-office, in our headquarters in Charlotte, North Carolina.

In this role, you will partner with contact center leadership, Salesforce and business application teams, analytics, IT, carriers and vendors to translate business goals into reliable Genesys Cloud solutions. You will support outbound campaigns, inbound routing, Architect flows, integrations, reporting, workforce engagement and emerging AI-enabled capabilities.

What You’ll Do

- Own the configuration, administration, monitoring and optimization of Genesys Cloud outbound dialing capabilities.

- Design and maintain outbound campaigns, contact lists, campaign sequences, dialing modes, schedules, callable time sets, queue assignments, wrap-up mappings and attempt controls.

- Monitor dialer performance and recommend improvements based on contact rates, abandonment, utilization, answer patterns, queue conditions and business priorities.

- Partner with Salesforce and business stakeholders to support daily calling plans, customer data dependencies, campaign priorities and agent workflows.

- Troubleshoot campaign execution, contact list errors, dialing behavior, carrier responses, routing issues and agent delivery concerns.

- Maintain compliance-related dialer settings, including calling windows, attempt limits, suppression controls and audit documentation in partnership with Legal and Compliance.

- Administer Genesys Cloud users, roles, permissions, queues, skills, wrap-up codes, divisions, telephony settings and platform integrations.

- Build and support Genesys Architect flows, ACD routing, skills-based routing, schedules, prompts, data actions, callbacks and queue behavior.

- Troubleshoot voice quality, SIP, VoIP, carrier connectivity, trunks, routing, recording and contact center incidents.

- Support dashboards, reporting, data exports, APIs, webhooks, OAuth, JSON and secure integrations with Salesforce and related platforms.

- Evaluate and support Workforce Management, Quality Management, recording, forecasting, scheduling and AI capabilities such as Agent Copilot and interaction summarization.

- Create documentation, runbooks, diagrams and knowledge articles to improve support readiness and reduce vendor dependency.

What We’re Looking For

- Bachelor’s degree in Information Technology, Computer Science, Telecommunications, Engineering or related field preferred; equivalent experience considered.

- 5+ years of enterprise contact center or telecommunications experience.