{"id":1194033,"url":"https://alion.io/job/cpi-security-genesys-cloud-engineer","title":"Genesys Cloud Engineer","company":{"id":672972,"name":"CPI Security","domain":"cpisecurity.com","url":"https://alion.io/company/cpisecurity","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":94,"open_postings":17,"ghost_share":0,"stale_share":0.235,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-09-28T05:45:00Z"}},"role":"DevOps","role_family":"DevOps","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Charlotte, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":72000,"max_usd":147000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":397},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot","optional":false},{"name":"Azure","optional":true},{"name":"Rest API","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-09-24T16:19:17Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-29T01:14:49Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"CPI Security is seeking an experienced Genesys Cloud Engineer to serve as the technical owner for our Genesys Cloud CX environment, with a strong focus on outbound dialer strategy, administration, performance and optimization. This role helps strengthen internal platform ownership, improve contact center productivity and support the technology that helps CPI protect what matters most. This full-time role is based in-office, in our headquarters in Charlotte, North Carolina.\nIn this role, you will partner with contact center leadership, Salesforce and business application teams, analytics, IT, carriers and vendors to translate business goals into reliable Genesys Cloud solutions. You will support outbound campaigns, inbound routing, Architect flows, integrations, reporting, workforce engagement and emerging AI-enabled capabilities.\nWhat You’ll Do\nOwn the configuration, administration, monitoring and optimization of Genesys Cloud outbound dialing capabilities.\nDesign and maintain outbound campaigns, contact lists, campaign sequences, dialing modes, schedules, callable time sets, queue assignments, wrap-up mappings and attempt controls.\nMonitor dialer performance and recommend improvements based on contact rates, abandonment, utilization, answer patterns, queue conditions and business priorities.\nPartner with Salesforce and business stakeholders to support daily calling plans, customer data dependencies, campaign priorities and agent workflows.\nTroubleshoot campaign execution, contact list errors, dialing behavior, carrier responses, routing issues and agent delivery concerns.\nMaintain compliance-related dialer settings, including calling windows, attempt limits, suppression controls and audit documentation in partnership with Legal and Compliance.\nAdminister Genesys Cloud users, roles, permissions, queues, skills, wrap-up codes, divisions, telephony settings and platform integrations.\nBuild and support Genesys Architect flows, ACD routing, skills-based routing, schedules, prompts, data actions, callbacks and queue behavior.\nTroubleshoot voice quality, SIP, VoIP, carrier connectivity, trunks, routing, recording and contact center incidents.\nSupport dashboards, reporting, data exports, APIs, webhooks, OAuth, JSON and secure integrations with Salesforce and related platforms.\nEvaluate and support Workforce Management, Quality Management, recording, forecasting, scheduling and AI capabilities such as Agent Copilot and interaction summarization.\nCreate documentation, runbooks, diagrams and knowledge articles to improve support readiness and reduce vendor dependency.\nWhat We’re Looking For\nBachelor’s degree in Information Technology, Computer Science, Telecommunications, Engineering or related field preferred; equivalent experience considered.\n5+ years of enterprise contact center or telecommunications experience.\n3+ years of hands-on Genesys Cloud CX administration or engineering experience.\nStrong experience designing, configuring and optimizing Genesys Cloud outbound campaigns and contact lists.\nKnowledge of dialing modes, campaign sequencing, call pacing, callable time sets, attempt controls, call analysis, queue delivery, wrap-up handling and campaign reporting.\nExperience with Genesys Architect, ACD routing, skills-based routing, queues, telephony configuration and analytics.\nWorking knowledge of SIP, VoIP, carrier services, call routing, network fundamentals and voice troubleshooting.\nStrong documentation, change management, stakeholder communication, vendor management and problem-solving skills.\nAbility to participate in scheduled after-hours maintenance and critical incident response as needed.\nPreferred Qualifications\nGenesys Cloud CX certifications or equivalent demonstrated expertise.\nExperience with high-volume outbound contact center operations and multiple concurrent campaigns.\nExperience integrating Genesys Cloud with Salesforce or another enterprise CRM.\nFamiliarity with REST APIs, webhooks, OAuth, JSON, data actions, Microsoft Azure, SQL, identity access management or enterprise monitoring tools.\nExperience supporting AI-enabled contact center capabilities, digital channels, bots, speech analytics or text analytics.\nWhy CPI Security:\nAt CPI Security, you’ll work with leading-edge technology in a company rooted in service, innovation and community. We offer competitive benefits, ongoing training, professional development and opportunities to grow while helping customers and communities feel safe, connected and confident.","description_format":"text","description_chars":4512,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-24T18:10:48Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":56,"reasons":["conf:0","win:early"],"computed_at":"2026-09-28T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/cpi-security-genesys-cloud-engineer","json_url":"https://alion.io/job/cpi-security-genesys-cloud-engineer.json","meta":{"generated_at":"2026-09-29T03:01:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2680,"day_limit":5000,"remaining_today":2320,"minute_limit":60,"resets_at":"2026-09-30T00:00:00Z"}}}