{"id":1843049,"url":"https://alion.io/job/epam-systems-poland-lead-genesys-cloud-cx-engineer","title":"Lead Genesys Cloud CX Engineer","company":{"id":2612641,"name":"EPAM Systems Poland","domain":"epam-poland.pl","url":"https://alion.io/company/epam-poland","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["PL"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"ITIL","optional":false},{"name":"NLP","optional":false},{"name":"Okta","optional":false},{"name":"Rest API","optional":false},{"name":"Anthropic","optional":true},{"name":"GCP","optional":true},{"name":"JavaScript","optional":true},{"name":"Platform Engineering","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"Sentiment Analysis","optional":true}],"status":"live","first_seen_at":"2026-10-04T18:10:22Z","employer_posted_date":null,"last_verified_at":"2026-10-04T18:10:22Z","board_verified":false,"closed_at":null,"days_open":22,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":22},"description":"We are looking for a skilled Lead Genesys Cloud CX Engineer to architect, build, configure and support customer experience and contact center solutions on the Genesys Cloud CX platform. In this position, you will create and architect flows, connect systems, set up routing strategies and safeguard optimal platform performance in alignment with business goals.\nResponsibilities\nCreate and refine IVR/IVA flows through Genesys Architect\nFine-tune call routing strategies, queues, skills, schedules and user setups\nBuild bots via Genesys Dialog Engine (NLU/NLP) across voice and digital channels\nDevelop automation workflows that leverage Genesys Cloud APIs, web services and 3rd-party integrations\nSet up telephony components such as SIP trunks, DID routing, Edge settings and station configurations\nActivate and maintain digital channels including chat, email, messaging and social media\nRoll out new features, improvements and platform updates within a continuous improvement approach\nConnect Genesys Cloud CX to external systems like CRM, ticketing and authentication platforms\nPartner with development teams to enable middleware or backend integrations\nOversee performance, call flows, interaction paths and platform health\nConduct root-cause analysis of call failures, routing issues and telephony problems\nDeliver L2/L3 technical support for incidents and coordinate with Genesys Care for escalations\nProduce dashboards and custom reports through Genesys Analytics\nAdminister user roles, permissions and access control while upholding SSO, data privacy and compliance standards\nMaintain documentation of configurations, flows, integrations and release changes\nRequirements\n5+ years of experience in Genesys Cloud CX engineering or development along with software development\nExpertise in Architect flow design spanning call flows, IVRs and bots\nProficiency in routing strategies such as ACD, skills, preferred agent and bullseye\nSkills in telephony covering SIP, trunks and call control\nCompetency in digital channels like chat, email and messaging\nKnowledge of REST APIs, JSON and web services\nBackground in OAuth and SSO/IdP integrations such as Azure AD, Okta and Ping\nUnderstanding of cloud networking fundamentals with AWS or Azure preferred\nStrong problem-solving and analytical thinking paired with excellent communication skills for technical and business audiences\nCapability to thrive in fast-paced agile environments\nGenesys Cloud CX Certified Professional (GCX-P)\nGenesys Cloud Architect Certification\nITIL Foundation\nNice to have\nFamiliarity with AI-powered bots, sentiment analysis and speech analytics\nBackground in contact center migrations such as Avaya, Cisco and Genesys Engage to Cloud CX\nFlexibility to use scripting languages including Python, PowerShell and JavaScript\nWe offer\nWe gather like-minded people:\nTop tech minds driving innovation in AI, cloud and digital platform modernization\nSupportive team and agile, startup-like culture\nHybrid by design mode and opportunity to work remotely within Poland\nChance to work abroad for up to 60 days annually\nBusiness-driven relocation opportunities\n\nWe provide growth opportunities:\nCareer development programs\nThought leadership, mentoring, soft skills and well-being programs\nCertification (Anthropic, Gemini, GCP, Azure, AWS)\nEnglish classes\n\nWe cover it all:\nStable pay\nParticipation in the Employee Stock Purchase Plan with a 15% discount\nBenefits package (health insurance, multisport, shopping vouchers)\nReferral bonuses up to $2,000\nOffices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and more\nCorporate, social and well-being events\n\nPlease, note:\nBenefits listed above are available to employees only\nWe are open for working with Contractors. Terms of B2B cooperation agreements are agreed individually\nWe will reach out to selected candidates exclusively\n\nEPAM is global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product and platform engineering, we empower our clients to become AI-Native enterprises, driving measurable value from innovation and digital investments.","description_format":"text","description_chars":4246,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Health insurance"],"hiring_locations":[{"name":"Poland","iso":"PL","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-04T19:00:55Z"}],"visa":[],"liveness":{"score":29,"band":"fade","label":"Fading","p_open":0.85,"p_active":0.747,"p_room":0.45,"age_days":21,"expected_fill_days":12,"reasons":["seen:21","velocity","win:tail","comp:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/epam-systems-poland-lead-genesys-cloud-cx-engineer","json_url":"https://alion.io/job/epam-systems-poland-lead-genesys-cloud-cx-engineer.json","meta":{"generated_at":"2026-10-26T23:33:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32205,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2612641},"rest":"https://alion.io/mcp/rest/get_company?id=2612641"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fepam-systems-poland-lead-genesys-cloud-cx-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fepam-systems-poland-lead-genesys-cloud-cx-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fepam-systems-poland-lead-genesys-cloud-cx-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/epam-systems-poland-lead-genesys-cloud-cx-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fepam-systems-poland-lead-genesys-cloud-cx-engineer"}]}