Genesys Cloud & NICE CXone Implementation Engineer

About the role

We are seeking an experienced CCaaS Implementation & Support Specialist with strong hands‑on expertise in Genesys Cloud CX and NICE CXone. The role is responsible for end‑to‑end design, implementation, integration, migration, and L2/L3 support of enterprise cloud contact‑center solutions.

Key responsibilities

• Design and implement Genesys Cloud CX and NICE CXone solutions covering voice, IVR, digital, outbound, recording, quality management, workforce management, AI features, analytics and reporting.
• Lead the full delivery lifecycle: requirements gathering, solution design, build, integration, testing, user training, UAT, migration, go‑live, hyper‑care and production support.
• Produce high‑level and low‑level design documents, architecture diagrams, call flows, integration designs, network/firewall requirements, test plans and migration documentation.
• Provide L2/L3 troubleshooting and root‑cause analysis for complex routing, telephony, API, SSO, recording, digital, reporting and agent‑desktop issues.
• Develop complex voice, digital and bot flows in Genesys Architect and NICE CXone Studio and integrate with CRM platforms such as Salesforce and Dynamics.

Required profile

• 5+ years of contact‑center technology experience with strong enterprise implementation and support expertise.
• Hands‑on experience with Genesys Cloud CX and NICE CXone, including Genesys Architect, Data Actions, Platform APIs and BYOC.
• Excellent troubleshooting, solution‑design, documentation, customer‑facing and stakeholder‑management skills.

Required skills

• Genesys Cloud CX, NICE CXone, Genesys Architect, NICE Studio
• ACD, VoIP, SIP, SBC, WebRTC, RTP, SRTP, SIPREC
• REST API, OAuth, JSON, JSONPath, VTL, Terraform, Python, YAML
• SAML SSO, RBAC, CRM integration, BYOC, Outbound, Digital, Recording, Quality Management, Workforce Management, Analytics, Reporting