Genesys Cloud Engineer (Remote)

WorkNomads is on the hunt for a Genesys Cloud Engineer  to join our team! 

Who We Are: 

We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country. 
- Remote engineering services, global impact — expert engineering, design, and business talent in cross-disciplinary project teams. 

- Diversity celebrated — 40+ nationalities, 4 continents, one team. 

- Continuous growth — we invest in you: projects, coliving, community, pushing you beyond what you thought possible. 

Your mission at WorkNomads: 
- Provide L2 support and troubleshooting for Genesys Cloud CX in production environments.
- Take ownership of incidents from initial investigation through to resolution, escalation and follow-up.
- Administer and configure Genesys Cloud, including users, permissions, queues, skills, routing and standard platform settings .
- Configure and troubleshoot inbound and outbound contact center functionality.
- Design, modify and troubleshoot IVR and call flows using Genesys Architect .
- Investigate complex issues using logs, traces, configuration, platform data and other technical evidence .
- Troubleshoot issues related to ACD, SIP, RTP, VoIP, DNS and TCP/IP in collaboration with relevant technical teams.
- Analyze recurring incidents and identify opportunities to improve platform stability, configuration and support processes.
- Maintain clear and accurate technical documentation, incident records and knowledge-base materials.
- Collaborate with customers, operational teams, engineers and other technical stakeholders in an international, distributed environment.
- Contribute to Genesys Cloud improvement and customer projects, gradually taking ownership of more complex technical solutions.
- Support and contribute to integrations, APIs, automation and system-to-system workflows where relevant.
- Share knowledge and contribute to the continuous development of Genesys Cloud capabilities within the team.
- Stay current with new Genesys Cloud features and emerging contact center technologies and AI-enabled capabilities .