We are seeking a Certified Genesys Cloud Engineer to design, implement, configure, and support Genesys Cloud CX contact center platform. The ideal candidate will have hands-on experience administering Genesys Cloud, building IVR/routing flows, integrating with business systems, and ensuring platform reliability, security, and performance across voice, chat, and digital channels. This role works closely with IT, Contact Center Operations, and vendor partners to deliver a seamless customer and agent experience.Key ResponsibilitiesDesign, configure, and maintain Genesys Cloud CX architecture, including ACD routing, IVR flows, queues, skills, and call flows using Architect.Administer user management, roles, permissions, and divisions within the Genesys Cloud platform.Develop and maintain integrations between Genesys Cloud and CRM, WFM, and other enterprise systems (e.g., via APIs, webhooks, or data actions).Monitor platform performance, troubleshoot incidents, and perform root-cause analysis for voice, chat, email, and digital channel issues.Support omnichannel deployments, including voice, chat, SMS, email, and social messaging channels.Implement and maintain IVR self-service flows, callback features, and outbound dialing campaigns.Collaborate with Contact Center Operations to translate business requirements into technical configurations.Manage Genesys Cloud release updates, testing new features, and assessing impact prior to production rollout.Maintain technical documentation for configurations, integrations, and standard operating procedures.Ensure compliance with data security, call recording, and quality monitoring policies relevant to Saudi Arabia regulatory requirements.Provide Tier 2/3 support and act as an escalation point for Genesys-related incidents.Partner with vendors and Genesys support for issue resolution and platform roadmap planning.Qualifications & ExperienceBachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.3–5 years of experience working with contact center technologies, with at least 1–2 years of direct, hands-on Genesys Cloud experience.Genesys Cloud Certified Professional (GCP) is a mustDemonstrated experience building and maintaining IVR/call flows using Genesys Cloud Architect.Working knowledge of SIP, WebRTC, telephony trunking, and PSTN/carrier integration concepts.Experience with REST APIs, webhooks, and data actions for third-party system integration.Familiarity with WFM, CRM, or ticketing system integrations (e.g., Salesforce, Microsoft Dynamics, ServiceNow).Solid understanding of contact center KPIs (AHT, SLA, occupancy, abandonment rate) and how platform configuration affects them.Strong analytical and troubleshooting skills, with the ability to diagnose platform and call-flow issues independently.