Job Description
We are looking for a Senior Genesys Cloud Engineer / Architect to take the technical lead in managing our cloud-native customer experience platform. This is a role for someone who is enthusiastic to work at the intersection of telecom engineering, platform design, and customer-centric thinking. If you have hands-on experience with Genesys Cloud CX, a deep understanding of telephony infrastructure (SIP, SBCs, VoIP), and enjoy making technological innovations through architectural design and smart automation, you’ll feel at home here. Skills in MS SQL and reporting are welcome, but seen as a bonus, not a core requirement.
Dare to have a mission:
Administer and Optimize Genesys Platforms
· Manage, configure, and maintain Genesys Cloud environments.
· Monitor system performance, troubleshoot issues, and ensure high availability.
· Implement routing strategies, IVR flows, and call center configurations.
Engineer Robust Voice Infrastructure
· Design, configure, and troubleshoot telephony systems: SIP trunks, SBCs, VoIP routing.
· Work with carriers and vendors to guarantee voice quality, availability, and failover readiness.
· Investigate packet loss, jitter, and latency issues at the network-telephony intersection.
Support Contact Center Operations
· Collaborate with operations and support teams to ensure seamless customer interactions.
· Provide expert-level support on Genesys-related incidents, service requests, and change management.
· Maintain documentation for configurations, workflows, and system changes.
Enhance Reporting and Data Visibility (Bonus)
· Leverage MS SQL or data analysis tools to extract insights from call center data.
· Build or advise on dashboards that help operational leads make better decisions.
· Identify trends and recommend improvements to enhance customer experience.
Ensure Security and Compliance
· Apply best practices for access control, data privacy, and system security.
· Support audits and compliance checks related to contact center operations.
The Tools in Your Backpack:
1. Genesys Expertise (Core Focus)
· Genesys Cloud CX – In-depth knowledge of platform architecture, administration, and deployment in cloud-native environments.
· Architect & Call Flow Design – Design and maintain IVR flows, call routing logic, and digital workflows using Genesys Architect.
· Omnichannel Routing – Configure and optimize routing for voice, chat, email, and social media using skills, queues, and priority rules.
· Workforce Engagement Management (WEM) – Administer WFM, quality management, and performance dashboards to support agent productivity and service quality.
· Telephony & SIP – Manage SIP trunking, voice configurations, and telephony integrations within the Genesys Cloud ecosystem.
· Genesys Cloud APIs – Use REST APIs for automation, custom integrations, and advanced reporting.
· Monitoring & Alerting – Set up real-time dashboards and alerts to monitor system health, call flows, and agent performance.
· Release & Change Management – Coordinate platform updates, test new features, and manage change control processes.
· Security & Compliance – Implement RBAC, encryption, and audit logging to meet enterprise security and compliance standards.
· Troubleshooting & Support – Analyze logs, trace interactions, and resolve incidents across all supported channels.
· SIP Trunking, SBC configuration (e.g., AudioCodes, Oracle, Ribbon), number plans
· Strong grasp of VoIP, QoS, and network principles affecting call quality
· Experience with carrier integrations, telecom contracts, and redundancy planning
2. Data & Reporting (Bonus Skills)
· MS SQL Server – writing queries, stored procedures, performance tuning
· Power BI or similar tools – building dashboards and visualizations
· Data analysis – identifying patterns, anomalies, and actionable insights
3. DevOps & Integration (Nice to Have)
· REST APIs – integrating Genesys with third-party systems
· Scripting (PowerShell, Python) – automation and custom tooling
· Azure or AWS – cloud infrastructure familiarity
Soft Skills
· Problem-Solving & Critical Thinking – Ability to debug complex problems and optimize performance.
· Proactive & Self-Steering – Operates with autonomy, taking initiative to identify and solve problems pragmatically without waiting for instruction.
· Architectural Thinking – Ability to design solutions that balance scalability, usability, and cost-efficiency.
· Collaboration & Teamwork – Working efficiently with other teams/team members.
· Time Management & Prioritization – Handling multiple channels, projects, and deadlines efficiently.
· Attention to Detail – Ensuring data accuracy, consistency, and proper error handling.
· Adaptability & Continuous Learning – Keeping up with Genesys updates and new best practices.
· Documentation & Knowledge Sharing – Writing clear technical docs and best practices.
Our Recipe for a Great Life in Bulgaria:
· The opportunity to participate in our new nomadic economy, instead of watching it happen from the side-lines
· A personalized career development program
· An environment where your opinion matters, and you manage your own work-life balance
· International and dynamic workplace
· Onsite access to co-working spaces, meeting rooms, an event rooftop, communal kitchens, sports, and leisure areas & parking
· Competitive remuneration and social welfare package (such as 25 days annual paid leave, private health insurance, and various community benefits and events)
· Low cost of living in parallel with low personal income tax, growing your purchasing power to wine, dine and travel & work abroad & remote!
= TOTAL(LY): amazing life & work with WorkNomads
About the Docking Station:
WorkNomads is a global employer for digital nomads, empowering people to live life their way, offering flexible co-living and remote and project-based jobs.
Interest Peaked? Join Us!
We celebrate the right of every human to be themselves and provide opportunities for global talent to shine. Diversity, social equity, and inclusion are at the core of who we are. We create an environment where different voices are respected, heard and empowered in equal measure. We’re breaking down the boundaries by designing a new nomadic economy by enabling people to do what they love and be where