Senior Genesys Systems Engineer
Forward Financing · Remote · Remote - Alberta, Canada · Remote - Ontario, Canada ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Senior level role
- Genesys Cloud CX
- Salesforce integration
- Remote-first culture
- CAD salary range
As the primary subject matter expert for the Genesys platform, you will configure and maintain robust routing solutions for voice, SMS, and email. You will collaborate with cross-functional teams and Salesforce colleagues to translate business needs into scalable technical designs while ensuring system health.
What you'll do
- Act as primary administrator and subject matter expert for Genesys
- Configure and optimize omnichannel routing, IVR, and workflows
- Manage complex SMS, Voice, and Email communication setups
- Design scalable solutions to enhance customer and agent experience
- Troubleshoot advanced platform issues and manage incidents
- Monitor system performance and lead CRM integrations
- Co-develop features with Salesforce colleagues
What you'll need
- 5+ years experience as Genesys Administrator or Engineer
- Deep expertise in Genesys Cloud CX preferred
- Strong knowledge of Salesforce Omnichannel and Voice
- Experience with digital campaign management and logic
- Understanding of telecom concepts and WebRTC troubleshooting
- Proven track record resolving major incidents under SLAs
- Ability to translate technical jargon for non-technical stakeholders
Stack
- Genesys
- Genesys Cloud CX
- Salesforce
- Salesforce Omnichannel
- Salesforce Voice
- WebRTC
How you'll work
- Remote-first company with flexible hours
- Option to work from home, office, or hybrid
- Team members located in US, Canada, and Dominican Republic
What you get
- Annual bonus potential up to 10%
- Medical, dental, and vision coverage
- Flexible time-off policy
- Paid parental leave
- RRSP match
- Wellness reimbursement
- Annual professional development budget