Job Description
We're Concentrix.
The intelligent transformation partner.
Solution-focused.
Tech-powered.
Intelligence-fueled.
Job Title
Senior Genesys Cloud Engineer
Job Description
We're Concentrix.
The intelligent transformation partner.
Solution-focused.
Tech-powered.
Intelligence-fueled.
The general technology and services leader that powers the world's best brands, today and into the future.
We're solution-focused, tech-powered, intelligence-fueled.
With unique data and insights, deep industry expertise, and advanced technology solutions, we're the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with.
We shape new game-changing careers in over 70 countries, attracting the best talent.
The Concentrix Technical Products and Services team is the driving force behind Concentrix's transformation, data, and technology services.
We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences.
We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale.
You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience.
Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients.
Hence achieving our vision.
Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional.
And we're proud to be recognized with awards such as "World's Best Workplaces," 'Best Companies for Career Growth,' and 'Best Company Culture,' year after year.
Join us and be part of this journey towards greater opportunities and brighter futures.
The ideal candidate will have deep knowledge of Genesys Cloud, integration architectures, customer experience technologies, cloud platforms, and AI-driven engagement solutions.
Concentrix is seeking a highly skilled Senior Genesys Cloud Engineer to support enterprise clients across Latin America through our CXTech Managed Services organization.




This role combines solution architecture, platform administration, development, integrations, AI implementation, production support, and customer consulting responsibilities.
Key Responsibilities
Solution Design & Implementation
Design and implement Genesys Cloud customer experience solutions.
Lead technical workshops and architecture discussions.
Translate business requirements into scalable technical designs.
Develop deployment and migration strategies.
Support platform optimization initiatives.
Platform Administration & Operations
Configure and manage Genesys Cloud environments.
Manage routing, queues, permissions, roles, user configurations.
Implement Architect Flows, Data Actions
Support production operations and managed services activities.
Troubleshoot and resolve platform incidents.
Integration & Development
Design and implement API-based integrations.
Develop custom solutions and automation components.
Build integrations with enterprise platforms and third‐party systems.
Configure Data Actions and Web Services integrations.
AI & Automation
Implement and support Genesys AI capabilities.
Configure Genesys Copilot solutions.
Design virtual agents and self-service experiences.
Support conversational AI initiatives.
Required Qualifications
Professional Experience
Minimum 3 years of hands‐on experience with Genesys Cloud.
Experience implementing enterprise contact center solutions.
Experience supporting production environments.
Experience working directly with customers and stakeholders.
Experience in Managed Services or Professional Services environments preferred.
Required Technical Skills
Genesys Cloud Expertise
Strong Hands‐on Experience With
Genesys Cloud CX
Architect
Data Actions
Web Services Data Actions
Genesys Cloud APIs
API Integrations
Inbound Routing
Outbound Campaigns
Queue Configuration
User Administration




Roles and Permissions
Knowledge Management
Contact Center Operations
AI & Self‐Service Expertise
Genesys Copilot
Genesys AI
Agent Assist
Virtual Agents
Knowledge Automation
Conversational AI
Self‐Service Solutions
Digital Customer Journeys
Platform Administration
Working Knowledge Of
User Management
Role Administration
Queue Administration
Routing Strategies
Telephony Configuration
Operational Support
Troubleshooting and Monitoring
Certifications (Mandatory)
Candidate must possess at least one active Genesys Certification.
Examples Include
Genesys Cloud Certified Professional
Genesys Cloud Certified Developer
Genesys Cloud Certified Administrator
Genesys Cloud CX Consultant Certification
Genesys Cloud Cx Developer
Additional certifications are highly desirable.
Cloud & Infrastructure Skills
Cloud Platforms
Microsoft Azure (Preferred)
Cloud Architecture
Cloud-native architecture
Secure solution design
High availability environments
Enterprise infrastructure concepts
DevOps & DevSecOps
CI/CD pipelines
DevOps practices
DevSecOps methodologies
Infrastructure as Code (Terraform)
Source Control
GitHub
GitLab
Integration & API Expertise
Strong Knowledge Of
REST APIs
JSON
OAuth 2.0
Enterprise Integrations
Middleware Platforms
Authentication & Security
API Lifecycle Management
Telecommunications & Voice Technology
Required Know‐ledge/understanding Of
SIP Protocol
SIP Trunks
SIP Headers
Voice Routing
Telephony Infrastructure
Call Flows
Contact Center Voice Architecture
Professional Competencies
Communication Skills
Strong verbal and written communication.
Executive and customer-facing communication skills.
Presentation and facilitation skills.
Customer Management
Customer-facing consulting experience.
Stakeholder management.
Discovery workshops.
Technical requirements gathering.
Problem Solving
Analytical thinking.il>
Root cause analysis.
Troubleshooting.
Continuous improvement mindset.
Education
Bachelor's Degree In
Computer Science
Software Engineering
Systems Engineering
Telecommunications Engineering
Information Technology
Related technical discipline
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📌 Senior Genesys Cloud Engineer (Colombia)
🏢 Concentrix
📍 Colombia