Genesys Engineer

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal. 

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

About the Role:

We are seeking a Genesys Engineer to support the configuration, administration, enhancement, and ongoing maintenance of our Genesys Cloud platform. In this role, you will help build and optimize omnichannel contact center solutions, partner with business and technology teams on new initiatives, and support the day-to-day operation of our customer service environment. The ideal candidate has hands-on experience with Genesys Cloud, contact center technologies, and a strong understanding of customer service operations.

Although the preferred arrangement for this role is a hybrid schedule based in our Phoenix, Arizona office (Tuesday-Thursday onsite), we are willing to consider highly qualified candidates who are based remotely within the Pacific Time Zone.

What You'll Do:

• Design, implement, configure, test, and support contact center solutions on the Genesys Cloud platform.

• Lead and execute projects that are critical to the growth and evolution of our contact center environment.

• Partner with Operations, Business, and Technology teams to gather requirements, communicate project status, and drive successful outcomes.

• Collaborate with fellow Genesys team members to support day-to-day platform operations and ongoing enhancements.

• Evaluate and recommend new Genesys Cloud capabilities and technologies to support business growth and improve customer experience.

• Work closely with Engineering, Infrastructure, and other technical teams to deliver scalable contact center solutions.

• Troubleshoot and resolve platform issues while minimizing disruption to contact center operations.

• Participate in on-call support and after-hours change management activities as needed.

What We Look For:

• 5+ years of experience supporting and implementing Contact Center technologies.

• Hands-on experience with Genesys Cloud, including: Interaction Flow Design, Intelligent and Predictive Routing, Outbound Contact Management, System Configuration and Administration, Omnichannel contact center environments (voice, chat, messaging, email, etc.)

• Genesys Cloud certifications (such as Certified Genesys Engineer) are highly valued.

• Strong experience with solution configuration, implementation, testing, troubleshooting, and production support.

• Ability to manage multiple priorities in a fast-paced, high-growth environment.

• Strong communication skills with the ability to work effectively across technical teams, business stakeholders, and leadership.

• Excellent analytical, troubleshooting, and problem-solving skills with a customer-focused mindset.

Nice to have:

• Experience integrating Genesys Cloud with API driven CRM platforms (Salesforce, Microsoft Dynamics, etc.).

• Experience in fintech, banking, lending, or financial services environments.

• Experience supporting a globally distributed, hybrid in-house and outsourced staffed contact center organization as a direct employee.

• Experience with APIs, integrations, automation, or custom Genesys Cloud development.

What We Offer You: 

• Competitive salary and stock option plan

• 100% paid coverage of medical, dental and vision insurance 

• Flexible PTO

• Opportunities for professional growth and development 

• Paid parental leave

• Health & wellness initiatives

Environmental & Working Conditions

• Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.
• Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.
• The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need.
• Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.
• Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings.
• Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.