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Genesys Support Engineer Jobs (NOW HIRING)

Genesys

WI · On-site

$114K - $158K/yr

Senior Principal, AI Software Engineer- Agentic & Industry SolutionsSkip to main contentThis site ... Working at Genesys*** **AI at enterprise scale** - Build, support and operate AI-powered technology ...

Genesys

Principal Software Engineer

Florida, NY · On-site +1

$138K - $186K/yr

Principal Software Engineer Join the Innovation team at Genesys, where we're redefining customer ... Working at Genesys * AI at enterprise scale - Build, support and operate AI-powered technology used ...

Genesys

NY · On-site

$133K - $178K/yr

Principal Software Engineer Join the Innovation team at Genesys, where we're redefining customer ... Working at Genesys AI at enterprise scale - Build, support and operate AI-powered technology used ...

Genesys

$99K - $133K/yr

Principal Software Engineer Join the Innovation team at Genesys, where we're redefining customer ... Working at Genesys AI at enterprise scale - Build, support and operate AI-powered technology used ...

Infosys Limited

$41 - $55/hr

We focus on adopting a data-first approach to engineering and value-stream management, enabling ... The role is responsible for supporting and optimizing Genesys Cloud CX platforms, ensuring ...

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Genesys Support Engineer information

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How much do genesys support engineer jobs pay per hour?

As of Sep 12, 2026, the average hourly pay for genesys support engineer in the United States is $39.87, according to ZipRecruiter salary data. Most workers in this role earn between $29.57 and $46.63 per hour, depending on experience, location, and employer.

What is a Genesys Support Engineer?

A Genesys Support Engineer is responsible for maintaining, troubleshooting, and optimizing Genesys contact center solutions. They provide technical support, diagnose system issues, and implement fixes or upgrades to ensure seamless communication operations. This role requires expertise in Genesys applications, VoIP technologies, networking, and scripting or automation. Additionally, they collaborate with cross-functional teams to enhance system performance and ensure high availability.

What are the typical challenges Genesys Support Engineers face in their daily work?

Genesys Support Engineers often encounter challenges such as diagnosing complex integration issues between Genesys software and client infrastructure, managing multiple concurrent support requests, and keeping up with the frequent updates to Genesys platforms. They may also deal with high-pressure situations when critical systems experience outages or performance issues. To succeed, engineers need to stay current on new features, maintain strong communication with both clients and internal teams, and develop efficient troubleshooting workflows. This dynamic environment offers varied experiences and continuous opportunities to expand technical expertise.

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

To thrive as a Genesys Support Engineer, you need a solid understanding of contact center technologies, VoIP systems, and troubleshooting skills, typically supported by a degree in computer science or a related field. Experience with the Genesys suite (such as Genesys Cloud, Engage, or PureConnect), as well as relevant certifications like Genesys Certified Professional, are highly valuable. Strong communication, problem-solving abilities, and the ability to work well under pressure distinguish top performers in this role. These skills are essential for quickly diagnosing and resolving technical issues, ensuring optimal system performance, and providing excellent customer support.

Does Genesys support engineer offer remote work options?

Genesys Support Engineers often have remote work options, depending on the company's policies and the specific role. Many support roles in the industry are now flexible and can be performed remotely with the use of communication tools and remote access software.
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Genesys Support Engineer jobs near you
Infographic showing various Genesys Support Engineer job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 74% Full Time, 20% Part Time, and 5% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $82,930 per year, or $39.9 per hour.

Senior Genesys Telephony Engineer

Madison, WI • On-site

American Family Mutual Insurance Company Si
Insurance Services • 5 - 10K employees
Learn more about American Family Mutual Insurance Company Siexternal

$99K - $167K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 11 days ago

Key responsibilities

  • Design, develop, configure, and support solutions within the Genesys Cloud CX Platform, including routing strategies, call flows, IVR configurations, and integrations.

  • Analyze business and technical requirements, translate them into detailed system designs, and prepare implementation plans.

  • Support integrations between Genesys Cloud and enterprise applications, troubleshoot platform incidents, and ensure solutions meet standards for performance, security, and quality.

American Family Insurance rating

7.5

Company rating: 7.5 out of 10

Based on 136 frontline employees who took The Breakroom Quiz

Job description

This position is in need of a skilled Software Systems Engineer with Genesys Cloud CX Platform expertise to design, develop, implement, and support enterprise contact center and application solutions. This role is responsible for analyzing business and technical requirements, translating them into detailed system designs, developing integrations, and ensuring reliable, scalable, and secure solutions that support business objectives and enhance the customer experience.

Position Compensation Range:

$99,000.00 - $167,000.00

Pay Rate Type:

Salary

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Primary Accountabilities

  • Analyzes high-level system specifications, system requirements, business requirements, and/or use cases.

  • Converts information into detailed technical specifications, system designs, and implementation plans.

  • Understands and identifies system dependencies, integrations, and impacts across applications and platforms.

  • Designs, develops, configures, and supports solutions within the Genesys Cloud CX Platform, including routing strategies, call flows, IVR configurations, workforce engagement capabilities, integrations, APIs, and contact center functionality.

  • Collaborates with business stakeholders, architects, and technical teams to gather requirements and translate contact center business needs into scalable Genesys-based solutions.

  • Provides appropriate documentation for design decisions, configuration changes, estimating assumptions, code modules, integrations, and performance metrics in accordance with organizational standards.

  • Defines, conducts, and participates in testing activities, including unit testing, system integration testing, user acceptance testing, and validation of Genesys platform configurations and enhancements.

  • Prepares, leads, and participates in technical design reviews, development walkthroughs, and solution demonstrations.

  • Collaborates with others regarding system workflows, customer interaction processes, data usage, and manual or automated processes to validate requirements and solution effectiveness.

  • Ensures software development and platform configurations meet standards for design, performance, reliability, security, and quality.

  • Identifies opportunities for continuous improvement related to contact center technologies, Genesys platform functionality, integrations, reporting, and customer experience.

  • Supports integrations between Genesys Cloud and enterprise applications, databases, CRM platforms, workforce management tools, and third-party communication technologies utilizing APIs, web services, and middleware technologies.

  • Assists with troubleshooting, root cause analysis, and resolution of Genesys platform incidents, service disruptions, and system performance issues.

Specialized Knowledge & Skills Requirements

  • Demonstrated experience providing customer-driven solutions, support, or service.

  • Demonstrated experience working with the Genesys Cloud CX Platform, including contact center administration, routing strategies, inbound and outbound voice solutions, IVR development, digital channels, reporting, and platform configuration.

  • Experience designing, implementing, supporting, and enhancing Genesys Cloud solutions in a complex enterprise environment.

  • Knowledge of Genesys Cloud integrations utilizing APIs, web services, middleware, authentication methods, and third-party applications.

  • Basic knowledge and understanding of application architecture, design alternatives, and development standards.

  • Demonstrated experience communicating technical information to both technical and non-technical audiences.

  • Demonstrated experience developing complex software systems using one or more programming languages.

  • Demonstrated experience establishing, supporting, and troubleshooting integrations and communication technologies between applications, databases, cloud platforms, and contact center systems.

  • Demonstrated experience analyzing and estimating project size, complexity, and work efforts for software and contact center technology solutions.

  • Demonstrated experience documenting and modeling application, system, and integration designs.

  • Solid knowledge and understanding of the Software Development Life Cycle (SDLC).

  • Solid knowledge and understanding of system integration, migration strategies, and cloud-based technology platforms.

  • Experience supporting customer experience (CX), contact center operations, omnichannel communications, workforce engagement, and cloud contact center technologies is strongly preferred.

  • Ability to troubleshoot and resolve complex technical issues related to Genesys Cloud configurations, integrations, routing, voice services, and application connectivity.

In this flex office/home role, you will be expected to work a minimum of 10 days per month from one of the following office locations: Madison, WI 53783.
Candidates must reside within a 50-mile radius of the of the Madison, Wi HQ location.

Internal Candidates are encouraged to apply and should review the internal mobility guidelines for the Hybrid Policy reference guide for more information on potential relocation.

Licenses

  • Not Applicable.

Travel Requirements

  • Up to 10%.

Physical Requirements

  • Work that primarily involves sitting and/or standing.

Working Conditions

  • Not Applicable.

Additional Information
  • To ensure a strong start, all employees participate in our New Employee Orientation during their first week. This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth. At times, sessions may be delivered virtually based on scheduling and availability.
  • Offer to selected candidate will be made contingent on the results of applicable background checks
  • Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
  • Sponsorship will not be considered for this position unless specified in the posting

  • Selected Candidate will be required to attain three (3) Genesys Certifications within six (6) months of hire.
  • Prior Genesys Cloud CX Platform experience is strongly preferred.
  • Experience with Genesys Cloud Architect, Administration, Routing, Workforce Engagement Management (WEM), Reporting & Analytics, and API integrations is highly desirable.

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email AskHR@AmFam.com to request a reasonable accommodation.

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