Contact Center Application Engineer

• Design build and maintain Genesys Cloud CX Architect call flows IVRs in-queue flows callback flows and digital messaging flows that align with business and customer experience goals.
• Develop and maintain API integrations between Genesys Cloud CX and internal/external systems (CRM scheduling ticketing data warehouse AI services) using Genesys Cloud APIs Data Actions AWS Lambda and webhooks.
• Build and tune bots and virtual agents including Genesys Dialog Engine Bot Flows Google Dialogflow CX Amazon Lex and Azure-based bots for voice and digital self-service.
• Create and maintain contact center reporting and dashboards using Genesys Cloud Performance views Analytics APIs and BI tools (e.g. Power BI) to surface KPIs for operations and leadership.
• Lead the design and implementation of an internal Companys contact center AI agent (LLM-based) leveraging Azure OpenAI / Azure AI Foundry retrieval-augmented generation (RAG) and integration with Genesys Cloud CX.
• Develop automation for routine contact center operations agent provisioning queue/skill management prompt management configuration deployment and quality monitoring using scripting and CI/CD practices.
• Partner with the Phone Team and Service Desk to troubleshoot complex voice routing and integration issues across SIP WebRTC SBC and carrier paths.
• Support change management release planning and documentation for all contact center applications integrations and AI components.
• Collaborate with Security Compliance and Infrastructure teams to ensure all integrations meet PCI PII and data-handling requirements (including conditional access secrets management and logging).

• Bachelors degree in Computer Science Information Technology or a related field.
• At least 5 years of experience in contact center application engineering telephony/CCaaS engineering or a related field.
• Strong hands-on experience with Genesys Cloud CX including Architect flows (inbound outbound in-queue callback digital) Data Actions OAuth clients and Admin configuration.
• Proven experience designing and implementing API integrations (REST/JSON OAuth 2.0) between Genesys Cloud CX and systems such as Dynamics 365 ServiceNow or custom applications.
• Experience building bots / virtual agents (Genesys Bot Flows Dialogflow CX Amazon Lex or equivalent) and tuning intents entities and conversation design.
• Experience building reports and dashboards using Genesys Analytics APIs Performance/Interaction views and BI tools (Power BI Tableau or similar).
• AI/ML experience required including hands-on work with large language models (LLMs) prompt engineering RAG and frameworks such as Azure OpenAI / Azure AI Foundry OpenAI LangChain or Semantic Kernel.
• Solid scripting/development skills PowerShell Python JavaScript/ for automation and integration work.
• Familiarity with cloud platforms especially Microsoft Azure (Functions Logic Apps Key Vault API Management) and/or AWS (Lambda S3 API Gateway).
• Working knowledge of SIP WebRTC SBCs codecs and PSTN/carrier concepts sufficient to troubleshoot voice quality and routing issues.
• Strong understanding of contact center KPIs (AHT ASA FCR CSAT abandonment occupancy) and how to design flows and reports that influence them.
• Familiarity with ITIL frameworks and structured change management processes.
• Strong communication and interpersonal skills to work effectively with cross-functional teams and present technical concepts to non-technical stakeholders.
• Ability to work independently and as part of a team manage multiple projects and prioritize effectively.
• Participate in maintenance activities during and after business hours on weekdays and weekends based on business need.
• Attend meetings or working sessions onsite at any of our Company locations including corporate buildings.

• Experience with Network Automation and Orchestration
• Familiarity with Cloud Networking and Virtualization
• Experience with intrusion detection and prevention systems vulnerability scanners and endpoint protection
• Strong communication and leadership skills to manage projects mentor junior staff and collaborate effectively with other teams.
• Ability to work under pressure and handle multiple tasks simultaneously can also be an advantage.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex national origin age disability genetics or any other protected status. INSPYR Solutions complies with all applicable laws governing nondiscrimination in employment in every location in which the company has facilities. Applicants requiring reasonable accommodation during the application or interview process should contact for assistance.

Information collected and processed through your application with INSPYR Solutions (including any job applications you choose to submit) is subject to INSPYR Solutions Privacy Policy and INSPYR Solutions AI and Automated Employment Decision Tool Policy: By submitting an application you are consenting to being contacted by INSPYR Solutions through phone email or text.