Cloud Customer Experience Engineer

Role summary / purpose The Digital Voice team is seeking a senior, hands-on Genesys Cloud CX Engineer/Developer to design, build, deploy, and support customer-facing voice automation and call-routing solutions. The ideal candidate will have strong experience with Genesys Architect, Voice Bots, NLU bots, Genesys Virtual Agent (AVA), CE43 routing, analytics, monitoring, alerting, and enterprise integrations. This is a hybrid position based in Charlotte, NC, with an expectation of working in the office three days per week. Open to remote for the right candidate but ideal candidate would be in Charlotte or able to be in Charlotte. Key responsibilities Bot and Architect Development • Design, develop, test, and maintain Genesys Cloud Voice Bots, NLU bots, and AVA solutions using intents, utterances, entities, slots, prompts, tasks, and reusable modules. • Build production-grade Architect flows with authentication, self-service, routing, callback, transfer, retry, no-input/no-match, exception handling, and agent-escalation logic. • Tune NLU models and conversational journeys using recognition, containment, abandonment, transfer, and unrecognized-utterance data. • Apply consistent standards for flow design, naming, versioning, documentation, testing, promotion, and production validation. Call Routing and CE43 • Design, configure, and troubleshoot queues, skills, schedules, emergency groups, transfer paths, and advanced routing strategies. • Develop and support Genesys call routing, including the CE43 flow, its dependencies, and associated operational procedures. • Assess the effect of routing changes on customer experience, agent operations, reporting, support, and downstream systems. Analytics, Monitoring and Alerting • Configure and support Genesys Cloud Analytics and Reporting, including dashboards, performance views, historical analysis, scheduled reporting, and operational KPIs. • Implement and support A3S real-time and historical analytics/reporting capabilities. • Establish actionable monitoring and alerts for IVR or bot failures, routing issues, abnormal transfers, queue thresholds, containment degradation, and other critical conditions. • Define thresholds, notification channels, ownership, escalation paths, runbooks, and validation procedures. • Integrate Genesys telemetry or events with Splunk, Dynatrace, AWS EventBridge, CloudWatch, or similar enterprise observability tools where applicable. Integrations and Data Actions • Create secure integrations using Genesys Cloud Data Actions, REST APIs, JSON, web services, AWS, CRM, and enterprise backend systems. • Apply appropriate authentication, timeout, retry, logging, privacy, error-handling, and failover controls. Production Support and Collaboration • Troubleshoot incidents across telephony, Architect, bots, routing, integrations, reporting, permissions, and network dependencies; participate in on-call support as required. • Lead or contribute to root-cause analysis, corrective actions, lessons learned, change management, CAB, disaster recovery, business continuity, and compliance activities. • Partner with business, operations, architecture, application, infrastructure, cybersecurity, analytics, and vendor teams. • Maintain solution designs, flow diagrams, test evidence, support documentation, monitoring guides, runbooks, and knowledge articles. Requirements – education & experience • Bachelor's degree in a related field or equivalent practical experience,…