Genesys Cloud Engineer (Remote)

About this role

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.
Requirements
We want to hear from you if you have:

• 3+ years of hands-on experience in Genesys Cloud CX or a closely related Genesys/contact center technology environment.

• Proven experience working as an L2 support or engineering resource in a production environment.

• Strong hands-on experience with Genesys Cloud administration and configuration.

• Practical experience configuring and managing: Users and permissions; Queues and skills; Routing; IVR and call flows; Inbound and outbound configurations

• Strong understanding of contact center technologies and concepts, including ACD, SIP, RTP and VoIP.

• Good understanding of DNS, TCP/IP and networking fundamentals relevant to troubleshooting contact center environments.

• Ability to independently investigate technical incidents using logs, traces, configuration and platform data, rather than relying primarily on escalation.

• Strong troubleshooting and analytical skills, with a structured approach to identifying root causes.

• Strong sense of ownership and accountability for incidents, technical tasks and customer issues.

• Excellent communication and documentation skills.

• Good command of English and confidence working with international customers and distributed technical teams.

• Ability to work independently while knowing when and how to escalate complex issues appropriately.

• Genuine interest in developing further into Genesys engineering, integrations, automation and customer solution delivery.

• A passion for continuous learning & collaboration in a global setting

• A team player mentality and believe no one should be left behind regardless of background
Strong advantages:

• Experience with Salesforce or other CRM integrations, particularly Microsoft Dynamics.

• Experience with Genesys Cloud APIs, Data Actions, REST APIs, JSON and OAuth.

• Experience with workflow and system-to-system automation.

• Scripting experience with PowerShell, Python, JavaScript or similar.

• Experience with Azure Logic Apps, Power Automate, middleware or iPaaS technologies.

• Knowledge of Genesys reporting and analytics, WEM or Quality Management.

• Exposure to AI-enabled contact center technologies, including virtual agents, chatbots, Agent Assist or conversational AI.

• Experience with enterprise application integrations and customer-specific technical solutions

• Genesys Cloud certification

• Experience with Genesys Engage combined with meaningful Genesys Cloud experience.

Benefits
Perks of being one of us:

• Flexible work setup: work fully remotely from any country in the EU on a freelance/B2B contract, or join our Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package.

• Autonomy: an environment where your technical vision matters, and you own your work-life balance.

• Growth: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries.

• Global vibe: an international, dynamic, remote-first workplace.

• Connectivity Support: home office allowance

• Total Rewards: paid time off and competitive remuneration.

• Community: team get-togethers and networking events are in our DNA!

• Seamless Living: need a base? Digitally check into a spacious room at our WN LAB Hotel, Bulgaria’s biggest and coolest 4★ co-living hotel. No deposit, with special discounted rates for single apartments starting from 660 EUR/month (utilities & cleaning included!).

• Be part of something beyond work: culture, values, impact.

How to Apply / What Happens Next:
1. Send us your CV by hitting the “Apply” button.
2. You will hear from one of our Global Talent Connectors within 5 business days with the next steps.
3. Meet us on MS Teams and tell us what excites you.
4. Next stage…