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Genesys Engineer Jobs in Tennessee (NOW HIRING)

ITCON Services

IVR / Telephony Engineer

Nashville, TN · On-site

ITCON is seeking a skilled Mid-Level IVR / Telephony Engineer to architect and maintain the ... Configure dynamic routing and queue management within the Genesys environment to ensure the system ...

INFT Solutions Inc

Python Developer

Nashville, TN

$48.50 - $67/hr

Python Developer Nashville, TN Classification: Contract Contract Length: 12 Months Position Summary ... In this role you will support a data integration project involving the Genesys call system and ...

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Genesys Engineer information

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$36

$51

$71

How much do genesys engineer jobs pay per hour?

As of Aug 6, 2026, the average hourly pay for genesys engineer in Tennessee is $51.32, according to ZipRecruiter salary data. Most workers in this role earn between $45.37 and $55.56 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Genesys engineer?

To thrive as a Genesys Engineer, you need strong experience in contact center technologies, VoIP infrastructure, and a solid grasp of computer networks, often supported by a relevant degree in IT or engineering. Familiarity with Genesys platforms (such as PureConnect, PureEngage, or Cloud), scripting languages, and certifications like Genesys Certified Professional are highly valued. Problem-solving abilities, effective communication, and teamwork are important soft skills in this position. These competencies are crucial for successfully designing, implementing, and maintaining contact center solutions that support seamless customer experiences.

What is a Genesys engineer?

A Genesys Engineer is responsible for designing, implementing, and maintaining the Genesys Contact Center platform to optimize customer interactions. They configure and troubleshoot Genesys Cloud, Engage, or PureConnect solutions, ensuring seamless communication across voice, chat, email, and other channels. Their role involves integrating the platform with third-party systems, scripting call flows, and monitoring system performance. Additionally, they collaborate with cross-functional teams to enhance customer experience and support operational goals.

What are some common challenges Genesys engineers face in their daily work?

Genesys Engineers often encounter challenges such as integrating complex contact center systems with a variety of third-party applications and ensuring minimal downtime during updates or migrations. They may also need to troubleshoot intricate configuration issues, optimize system performance, and adapt quickly to evolving business requirements. Close collaboration with IT, operations, and customer support teams is typical, requiring both technical acumen and strong interpersonal skills. Successfully navigating these challenges enables Genesys Engineers to deliver reliable and scalable solutions that support effective customer service operations.

What are popular job titles related to Genesys Engineer jobs in Tennessee? For Genesys Engineer jobs in Tennessee, the most frequently searched job titles are:
What job categories do people searching Genesys Engineer jobs in Tennessee look for? The top searched job categories for Genesys Engineer jobs in Tennessee are:
Genesys Engineer jobs near you
Infographic showing various Genesys Engineer job openings in Tennessee as of August 2026, with employment types broken down into 89% Full Time, 7% Part Time, and 4% Contract. Highlights an 86% Physical, 5% Hybrid, and 9% Remote job distribution, with an average salary of $106,747 per year, or $51.3 per hour.

IVR / Telephony Engineer

ITCON Services

Nashville, TN • On-site

Other

Posted 23 days ago

Job description

ITCON is seeking a skilled Mid-Level IVR / Telephony Engineer to architect and maintain the communications backbone of the call center. This call center facility operates 24/7/365 as the central hub for the government.

In this role, you will manage our FedRAMP-authorized Contact Center as a Service (CCaaS) environment. You will ensure that critical law enforcement calls are routed seamlessly, wait times are kept under one minute during surges, and our voice networks are aggressively defended against cyber and Telephony Denial of Service (TDoS) threats.

1. IVR & Routing Engineering

  • Design, configure, and maintain complex Interactive Voice Response (IVR) menus and omnichannel routing scripts using Genesys (Genesys Cloud CX / Architect) to support an estimated 700+ daily law enforcement calls.
  • Configure dynamic routing and queue management within the Genesys environment to ensure the system scales on-demand, absorbing sudden call volume surges (e.g., during mass enforcement operations) without degrading the <1 minute wait time Service Level Agreement (SLA).
  • Develop and maintain Computer Telephony Integration (CTI) between Genesys and ServiceNow, ensuring "single-pane-of-glass " screen pops, automated case logging, and seamless data passing for call center operators.

2. Voice Security & Defense

  • Administer SecureLogix voice firewalls to analyze call signaling in real-time, detecting and blocking call flooding or Telephony Denial of Service (TDoS) attacks at the network edge before they impact operator availability.
  • Ensure all telephony operations comply with Client 4300A and Trusted Internet Connection (TIC) requirements, maintaining strict protection over Law Enforcement Sensitive (LES) communications.

3. Infrastructure & COOP Support

  • Support the technical configuration of redundant connectivity, including dual-carrier fiber paths and independent Tactical Communications (TACCOM) systems to ensure 100% uptime during commercial network failures.
  • Serve as the Tier 2/3 technical escalation point for SIP, VoIP, and telecom infrastructure issues, utilizing proactive monitoring tools to identify and resolve audio quality or routing anomalies.

Required Qualifications

  • Experience: 3 to 5 years of hands-on experience in telecommunications, IVR development, or CCaaS administration.
  • Platform Expertise: Demonstrated experience configuring and managing Genesys contact center solutions (Genesys Cloud CX, Genesys Engage, or PureConnect).
  • Technical Knowledge: Strong understanding of VoIP protocols (SIP, RTP), telecom networking, and API integrations (REST/SOAP).
  • Security Mindset: Familiarity with telephony security concepts, including defending against toll fraud and TDoS attacks.

Preferred Qualifications

  • Experience integrating Genesys platforms with IT Service Management (ITSM) tools like ServiceNow.
  • Certifications in Genesys (e.g., Genesys Cloud Certified Professional) or general networking (CCNA Collaboration).
  • Previous experience supporting Client, ICE, or other federal law enforcement telephony environments.

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