Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Sr. Engineer Cloud Development Support

Overview

The Development Support (Dev Support) team plays a critical role within the Genesys Cloud R&D organization. Acting as the primary escalation point for advanced engineering support (L3/L4) and Priority 1 critical account issues we provide unique visibility into the performance reliability and usage of the platform and its underlying services.

Our work bridges customer experience and product engineering ensuring rapid issue resolution and continuous improvement. By analyzing customer reports and system data we identify trends highlight areas for improvement and drive automation to strengthen platform resilience.

Key focus areas include:

• Isolating diagnosing and resolving product bugs

• Identifying and developing automation/self-service solutions

• Managing abusive access and mitigating malicious activity

Role

The Sr. Engineer Cloud Development Support serves as a technical expert advisor and advocate within their assigned domain spanning Digital Core WEM Voice and AI R&D teams. Beyond technical excellence this role requires strong communication collaboration and leadership skills to empower both internal teams and external support channels.

You will partner closely with R&D engineers product managers and customer-facing teams to resolve complex technical issues while ensuring knowledge transfer and long-term improvements in platform quality. A strong sense of initiative accountability and empathy is essential to succeed in this dynamic high-impact role.

Major Responsibilities / Activities

• Act as a technical escalation point for Priority 1 incidents in designated critical accounts.

• Provide advanced technical consultation for bug resolution platform challenges and microservice-related issues.

• Collaborate with Dev Support Automation engineers to design and deliver automated support solutions.

• Build strong partnerships with R&D teams in your domain driving continuous improvement in defect resolution and platform stability.

• Establish a feedback loop with QA/testing teams to proactively reduce code defects escaping into production.

• Deliver training and mentorship to support engineers ensuring domain expertise is shared across support channels.

• Advise on complex product and platform issues leveraging deep technical knowledge of microservices and cloud architecture.

• Maintain up-to-date expertise on Genesys Cloud architecture AWS-hosted services and hybrid solutions across the Genesys portfolio.

• Participate in an on-call rotation ensuring 24/7/365 coverage for high-severity incidents.

• Create and maintain domain-specific documentation including troubleshooting guides and technical playbooks.

Minimum Requirements

• Bachelors degree in Computer Science Information Technology or equivalent professional experience.

• Strong customer-facing experience with a proven passion for customer satisfaction and expectation management.

• Demonstrated expertise within your assigned technical domain.

• 2 years of experience implementing or supporting complex SaaS or CCaaS solutions.

• Excellent written and verbal communication skills with the ability to explain technical concepts clearly.

• Proven problem-solving ability and sound judgment when identifying solutions to technical issues.

• Strong leadership qualities and the ability to work independently in fast-paced environments.

• Demonstrated ability to meet critical deadlines and perform under pressure.

• Experience with microservice architectures strongly preferred.

• Programming or scripting experience required; proficiency in a modern programming language a plus.

Skills Required

• Advanced troubleshooting of integration-related issues including:

  • REST APIs

  • Webhooks and WebSockets

  • ServiceNow and Salesforce APIs

• Strong understanding of application-layer technologies such as HTTP DNS and OAuth.

• Hands-on experience with AWS Google Cloud and Microsoft Azure STT/TTS systems.

• Foundational knowledge of WebRTC technologies.

• Experience with scripting or development; ability to quickly learn modern programming languages.

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About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.