Genesys Platform Senior Engineer

Job description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. The TTEC Digital Genesys Partner Practice of customer experience (CX) designers, consultants, engineers, and data scientists, has been awarded Genesys' Partner of the Year award 15 times, hold over 400 certifications, and possess the expertise and relationships to seamlessly integrate the Genesys platform, applications and components into complex, multi-platform environments, to produce predictable results that fuel the exceptional customer experience. The Platform Adoption Specialist is responsible for performing MACD (Move, Add, Change, Delete) tasks within the Genesys Cloud platform as part of the Platform Adoption service. This role focuses on executing informal projects. The specialist independently scopes and executes configuration changes on the Genesys Cloud system, including work up to and including lightweight custom IP development. They manage a high volume of MACD opportunities simultaneously with minimal supervision. While operating largely independently, the role involves regular coordination with Platform Adoption Coordinators and occasional collaboration with other team members to effectively balance and manage workload. Success in this position requires an intimate knowledge of the Genesys Cloud platform, strong technical proficiency, and the ability to deliver efficient, high-quality implementations. ### What You'll Be Doing - Independently assess incoming PA requests, scope the required changes, and execute them directly in coordination with client contacts. - Manage a high volume of concurrent PA opportunities with strong prioritization and time-management skills. - Perform configuration changes across the Genesys Cloud system, including (but not limited to) lightweight custom IP development or integration work when required. - Deliver high-quality, efficient implementations while adhering to Genesys Cloud, TTEC, and client best practices and security/compliance standards. - Proactively communicate progress, risks, and completion status to internal coordinators, stakeholders, and clients. - Partners with Platform Adoption Coordinators and fellow team members as needed to balance workload and resolve complex issues. - Document all changes clearly and contributes to team knowledge-sharing resources. - Stay current with Genesys Cloud releases, features, and capabilities to recommend optimization opportunities during PA engagements. ### What You'll Bring to the Role - Minimum 3 years of hands-on production experience working with the Genesys Cloud platform. - GCP certification (Genesys Cloud Platform / Professional level or equivalent). - Demonstrated ability to independently scope and execute complex configuration changes. - Proven track record of managing multiple concurrent MACD or similar operational requests with minimal supervision. - Strong technical proficiency across Genesys Cloud core capabilities (routing, telephony, workforce management, integrations, reporting, etc.). - Deep, intimate knowledge of the Genesys Cloud platform architecture and administration. - Exceptional independence and self-management skills; able to operate effectively with light coordination. - Excellent problem-solving and decision-making abilities in dynamic, fast-paced environments. - Strong written and verbal communication skills for stakeholder updates and documentation. - Collaborative mindset—willing to work with coordinators and team members to manage workload peaks. - Familiarity with Genesys Cloud partner ecosystem tools, APIs, and advanced integrations. - Experience working in a high-velocity, ticket- or opportunity-driven environment.