Genesys Cloud Engineer
- Location
- Charlotte, NC · On-site
- Job type
- Full-time
- Level
- Mid-level
- Experience
- 5+ years
- Education
- Bachelor's degree
- Listed
- 30 days ago
Skills & highlights for this role
- Genesys Cloud CX
- Genesys Architect
- SIP/VoIP
- Salesforce integration
Also useful
- REST APIs
- webhooks
- OAuth
- Azure
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.
- 3+ years of hands-on Genesys Cloud CX administration or engineering experience.
- Strong experience designing, configuring and optimizing Genesys Cloud outbound campaigns and contact lists.
- Knowledge of dialing modes, campaign sequencing, call pacing, callable time sets, attempt controls, call analysis, queue delivery, wrap-up handling and campaign reporting.
- Experience with Genesys Architect, ACD routing, skills-based routing, queues, telephony configuration and analytics.
- Working knowledge of SIP, VoIP, carrier services, call routing, network fundamentals and voice troubleshooting.
- Strong documentation, change management, stakeholder communication, vendor management and problem-solving skills.
- Ability to participate in scheduled after-hours maintenance and critical incident response as needed.
Preferred Qualifications
- Genesys Cloud CX certifications or equivalent demonstrated expertise.
- Experience with high-volume outbound contact center operations and multiple concurrent campaigns.
- Experience integrating Genesys Cloud with Salesforce or another enterprise CRM.
- Familiarity with REST APIs, webhooks, OAuth, JSON, data actions, Microsoft Azure, SQL, identity access management or enterprise monitoring tools.
- Experience supporting AI-enabled contact center capabilities, digital channels, bots, speech analytics or text analytics.
About CPI Security
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.
Why CPI Security
At CPI Security, you'll work with leading-edge technology in a company rooted in service, innovation and community. We offer competitive benefits, ongoing training, professional development and opportunities to grow while helping customers and communities feel safe, connected and confident.
From CPI Security's careers page, first listed on Rolev.ai on October 10, 2026. Rolev.ai is not the employer.
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Common questions
Where is the Genesys Cloud Engineer job at CPI Security located?
This Genesys Cloud Engineer position at CPI Security is located in Charlotte, NC (On-site). Always check CPI Security's application page for specific state eligibility or relocation policies.
What qualifications are required for Genesys Cloud Engineer at CPI Security?
For the Genesys Cloud Engineer role, CPI Security highlights 5+ years of relevant experience; a bachelor's degree; experience with Genesys Cloud CX, Genesys Architect, SIP/VoIP, Salesforce integration. Rolev.ai can score your existing resume against these requirements and show any skill gaps before you apply.
How do I apply for the Genesys Cloud Engineer position at CPI Security?
This listing links directly to CPI Security's Greenhouse application page. You can apply directly on CPI Security's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Greenhouse application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.