Upgrade Inc.

Genesys Engineer

Phoenix · Staff+

Sponsorship not specifiedDetected 2 days ago

SalesforceCRMOutbound SalesRecruitingCustomer SupportCommunicationCollaborationProblem Solving

About the role

Troubleshoot and resolve platform issues while minimizing disruption to contact center operations.
Genesys Cloud certifications (such as Certified Genesys Engineer) are highly valued.

Design, implement, configure, test, and support contact center solutions on the Genesys Cloud platform.
Lead and execute projects that are critical to the growth and evolution of our contact center environment.
Partner with Operations, Business, and Technology teams to gather requirements, communicate project status, and drive successful outcomes.
Collaborate with fellow Genesys team members to support day-to-day platform operations and ongoing enhancements.
Evaluate and recommend new Genesys Cloud capabilities and technologies to support business growth and improve customer experience.
Work closely with Engineering, Infrastructure, and other technical teams to deliver scalable contact center solutions.
Participate in on-call support and after-hours change management activities as needed.
Ability to manage multiple priorities in a fast-paced, high-growth environment.
Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations.
Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives.

5+ years of experience supporting and implementing Contact Center technologies.
Strong experience with solution configuration, implementation, testing, troubleshooting, and production support.
Strong communication skills with the ability to work effectively across technical teams, business stakeholders, and leadership.
The ideal candidate has hands-on experience with Genesys Cloud, contact center technologies, and a strong understanding of customer service operations.
English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.

Experience integrating Genesys Cloud with API driven CRM platforms (Salesforce, Microsoft Dynamics, etc.).
Experience in fintech, banking, lending, or financial services environments.
Experience with APIs, integrations, automation, or custom Genesys Cloud development.
Opportunities for professional growth and development
Environmental & Working Conditions
Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems.
The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position.
Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties.

Excellent analytical, troubleshooting, and problem-solving skills with a customer-focused mindset.

Competitive salary and stock option plan
100% paid coverage of medical, dental and vision insurance
Paid parental leave
Health & wellness initiatives
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

This listing is sourced directly from Upgrade Inc.'s careers page and normalized into a canonical job model.