Genesys Cloud Engineer

🕒 September 1

🇧🇬 Bulgaria – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

☁️ Cloud Engineer

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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WorkNomads

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🤖 Artificial Intelligence

💼 Consulting

🏭 Manufacturing

Artificial Intelligence • Consulting • Manufacturing

WorkNomads is a remote engineering and services provider that helps industrial operators deploy full-stack AI, edge automation, and integrated control systems. They position themselves as a single partner who owns the full result — covering every layer from physical infrastructure to agentic AI — and focus on moving operations from reactive to autonomous while protecting and extending existing capital investments. The company also operates a distributed, nomad-focused workforce with remote roles, coliving options, and an insights/hub (WN Lab Hotel) to connect technology, operations, and modern ways of working.

📋 Description

• Provide L2 support and troubleshooting for Genesys Cloud CX in production environments • Own incidents from initial investigation through resolution, escalation, and follow-up • Administer and configure users, permissions, queues, skills, routing, and standard platform settings • Configure and troubleshoot inbound and outbound contact center functionality • Design, modify, and troubleshoot IVR and call flows using Genesys Architect • Investigate complex issues using logs, traces, configuration, platform data, and other technical evidence • Troubleshoot ACD, SIP, RTP, VoIP, DNS, and TCP/IP issues with relevant technical teams • Analyze recurring incidents and identify platform, configuration, and support-process improvements • Maintain technical documentation, incident records, and knowledge-base materials • Collaborate with customers, operational teams, engineers, and technical stakeholders internationally • Contribute to Genesys Cloud improvement and customer projects, taking ownership of increasingly complex solutions • Support integrations, APIs, automation, and system-to-system workflows • Share knowledge and develop Genesys Cloud capabilities within the team • Stay current with Genesys Cloud features, contact center technologies, and AI-enabled capabilities

🎯 Requirements

• 3+ years of hands-on experience in Genesys Cloud CX or a closely related Genesys/contact center technology environment • Proven experience working as an L2 support or engineering resource in a production environment • Strong hands-on experience with Genesys Cloud administration and configuration • Practical experience configuring and managing users and permissions, queues and skills, routing, IVR and call flows, and inbound and outbound configurations • Strong understanding of ACD, SIP, RTP, and VoIP • Good understanding of DNS, TCP/IP, and networking fundamentals • Ability to independently investigate incidents using logs, traces, configuration, and platform data • Strong troubleshooting and analytical skills • Strong ownership and accountability for incidents, technical tasks, and customer issues • Excellent communication and documentation skills • Good command of English • Ability to work independently and escalate complex issues appropriately • Interest in developing into Genesys engineering, integrations, automation, and customer solution delivery • Passion for continuous learning and collaboration in a global setting • Team player mentality • Advantage: Salesforce or CRM integrations, especially Microsoft Dynamics • Advantage: Genesys Cloud APIs, Data Actions, REST APIs, JSON, and OAuth • Advantage: workflow and system-to-system automation • Advantage: PowerShell, Python, JavaScript, or similar scripting • Advantage: Azure Logic Apps, Power Automate, middleware, or iPaaS technologies • Advantage: Genesys reporting and analytics, WEM, or Quality Management • Advantage: AI-enabled contact center technologies • Advantage: enterprise application integrations and customer-specific technical solutions • Advantage: Genesys Cloud certification • Advantage: Genesys Engage with meaningful Genesys Cloud experience

🏖️ Benefits

• Flexible work setup: work fully remotely from any country in the EU on a freelance/B2B contract, or join the Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package • Autonomy: an environment where your technical vision matters, and you own your work-life balance • Growth: a personalized career development program; learn from experts, expand your craft, and work across industries • Global vibe: an international, dynamic, remote-first workplace • Connectivity Support: home office allowance • Total Rewards: paid time off and competitive remuneration • Community: team get-togethers and networking events • Discounted WN LAB Hotel single apartments starting from 660 EUR/month, with utilities and cleaning included • Diversity, social equity, and inclusion-focused workplace