Lead Software Engineer - Genesys Cloud CX

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

The Genesys Cloud CX Engineer is responsible for designing, developing, configuring, and maintaining customer experience (CX) and contact center solutions using the Genesys Cloud CX platform. This role involves building Architect flows, integrating systems, configuring routing strategies, and ensuring optimal platform performance to support business objectives.

Responsibilities

Design, develop, and enhance IVR/IVA flows using Genesys Architect

Build and optimize call routing strategies, queues, skills, schedules, and user configurations

Develop bots using Genesys Dialog Engine (NLU/NLP) for voice and digital channels

Create automation workflows using Genesys Cloud APIs, web services, and 3rd‑party integrations

Configure telephony components including SIP trunks, DID routing, Edge settings, and station setups

Enable, configure, and support digital channels: chat, email, messaging, social media

Deploy new features, enhancements, and platform updates as part of continuous improvement

Integrate Genesys Cloud CX with external systems (CRM, ticketing, authentication systems)

Utilize REST APIs, webhooks, and event streams for custom use cases

Collaborate with development teams to support middleware or backend integrations

Monitor performance, call flows, interaction paths, and platform health

Perform root-cause analysis of call failures, routing issues, and telephony problems

Provide L2/L3 technical support for incidents and collaborate with Genesys Care for escalations

Build dashboards and custom reports using Genesys Analytics (Interaction Insights, Performance Dashboards)

Analyze KPIs such as SLA, AHT, abandonment rate, agent performance, and flow efficiency

Recommend improvements based on analytical insights

Manage user roles, permissions, and access control

Ensure SSO, data privacy, and compliance standards are maintained

Work with CX, IT, development, WFM, and business teams to support operational needs

Document configurations, flows, integrations, and release changes

Requirements

8 – 15 years of experience with Genesys Cloud CX engineering or development

Strong hands-on expertise in:

Architect flow design (call flows, IVRs, bots)

Routing strategies (ACD, skills, preferred agent, bullseye)

Telephony (SIP, trunks, call control)

Digital channels (chat/email/messaging)

Experience with:

REST APIs, JSON, web services

OAuth, SSO/IdP integrations (Azure AD, Okta, Ping, etc.)

Cloud networking basics (AWS/Azure preferred)

Strong problem-solving and analytical thinking

Excellent communication skills for technical and business audiences

Ability to work in fast-paced, agile environments

Nice to have

Genesys Cloud CX Certified Professional (GCX-P)

Genesys Cloud Architect Certification

ITIL Foundation (beneficial)

Experience with AI-powered bots, sentiment analysis, speech analytics

Experience with contact center migrations (Avaya, Cisco, Genesys Engage Cloud CX)

Familiarity with scripting (Python, PowerShell, JavaScript)

We offer

Opportunity to work on technical challenges that may impact across geographies

Vast opportunities for self-development: online university, knowledge sharing opportunities globally, learning opportunities through external certifications

Opportunity to share your ideas on international platforms

Sponsored Tech Talks & Hackathons

Unlimited access to LinkedIn learning solutions

Possibility to relocate to any EPAM office for short and long-term projects

Focused individual development

Benefit package:

Health benefits

Retirement benefits

Paid time off

Flexible benefits

Forums to explore beyond work passion (CSR, photography, painting, sports, etc.)