Senior Genesys Systems Engineer

Svitla Systems Inc. is looking for a Senior Genesys Systems Engineer for a full-time position (40 hours per week) in Argentina/Mexico/Costa Rica . Our client is a company that specializes in custom software development, technology consulting, and digital transformation initiatives.

As Senior Genesys Systems Engineer, you will shape the future of our contact center platform, serving as our primary subject matter expert and administrator. You will collaborate closely with cross-functional stakeholders and Salesforce colleagues to translate business requirements into robust integrations and scalable routing solutions across voice, SMS, and email. You will be the point person for maintaining system health, troubleshooting advanced technical issues, and ensuring a seamless, optimized experience for both our customers and agents.

Requirements

• 5+ years of extensive experience as a Genesys Administrator, Engineer, or Architect (Genesys Cloud CX experience highly preferred).
• Deep technical expertise in the Genesys platform, including:

- Architecting solutions, advanced routing, API integrations, and omnichannel capabilities.

- Digital campaign management: Creating and maintaining many complex, automated, multi-channel, multi-touchpoint SMS and email journeys, including if/then logic to initiate, pause, and cancel cadences based on CRM field values, coordinated with Marketing to avoid overlap.

- Autodialer campaign management: Creating, recycling, and filtering many campaigns simultaneously.

- Using Genesys Predictive Engagement features to trigger outreach.

• Advanced understanding of telecom concepts, including WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing.
• Proven track record working with Genesys Support, telecom carriers, and third-party vendors to resolve major incidents (P1s/P2s) under strict SLAs.
• Strong knowledge of Salesforce, specifically Salesforce Omnichannel and Salesforce Voice, with a proven track record of integrating these systems with Genesys.
• Proven experience managing and troubleshooting a complex omnichannel environment spanning SMS, voice, and email.

Responsibilities

• Act as a shared owner of the Genesys contact center platform while functioning as the primary subject matter expert and system administrator.
• Configure, manage, and continuously optimize contact center routing, Interactive Voice Response (IVR), and omnichannel workflows.
• Navigate, manage, and optimize a complex omnichannel setup that integrates SMS, voice, and email communications.
• Develop deep expertise in our Genesys flow logic.
• Design and implement innovative, scalable solutions to complex business and technical problems to enhance the customer and agent experience.
• Partner with cross-functional business stakeholders to gather requirements and translate them into robust technical designs within the Genesys ecosystem.
• Troubleshoot advanced platform issues, manage complex incidents, and ensure the long-term health and stability of the system.
• Monitor system performance and capacity, and lead integrations with our internal Customer Relationship Management (CRM) system and other third-party tools.
• Co-develop features alongside Salesforce colleagues.