Note: The job is a remote job and is open to candidates in USA. ARK Solutions, Inc. is seeking a Genesys Cloud CX Engineer who will be responsible for configuring, implementing, and deploying Genesys Cloud contact center solutions. The role focuses on building core contact center capabilities and collaborating with delivery teams and clients to ensure successful implementation and production readiness.

Responsibilities

• Configure and implement Genesys Cloud CX solutions for core contact center functions
• Support the build and deployment of a browser-based agent desktop
• Assist with inbound and outbound voice routing, skills-based routing, and queue configuration
• Support telephony setup, including carrier connectivity and SIP concepts
• Participate in solution configuration, testing, issue resolution, and production stabilization
• Collaborate with client stakeholders and delivery teams for a smooth transition into operations
• Develop and maintain configuration documentation and support materials
• Troubleshoot platform, routing, and telephony issues
• Support reporting and operational visibility through standard Genesys Cloud capabilities

Skills

• Experience configuring, implementing, and deploying Genesys Cloud contact center solutions
• Experience building core contact center capabilities, including call flows, IVR, routing, queues, permissions, reporting, and basic telephony integration
• Ability to collaborate with delivery teams and clients to support implementation activities, testing, and production readiness in a FedRAMP environment
• Experience with inbound and outbound voice routing, skills-based routing, and queue configuration
• Knowledge of telephony setup, including carrier connectivity and SIP concepts
• Ability to participate in solution configuration, testing, issue resolution, and production stabilization
• Experience developing and maintaining configuration documentation and support materials
• Ability to troubleshoot platform, routing, and telephony issues
• Experience supporting reporting and operational visibility through standard Genesys Cloud capabilities
• Bachelor's degree
• Experience supporting contact center transformation or migration efforts
• Consulting experience with clients or delivery teams
• Genesys certifications preferred
• Experience with government or regulated environments is a plus

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