Role Overview
Techstra Solutions is seeking an expert Senior Genesys Cloud Engineer to lead the design, development, and implementation of sophisticated contact center routing strategies and omnichannel call flows. In this role, you will be the technical lead for Genesys Cloud CX solutions, bridging the gap between complex business requirements and high-performance technical execution. You will work within an integrated onshore/offshore model to deliver secure, scalable, and compliant customer engagement solutions, specifically tailored for our clients in the financial services sector.
Key Responsibilities
- Core Routing & Flow Design: Architect, build, and maintain complex Genesys Cloud Architect flows and advanced contact center routing strategies that optimize the customer experience.
- Technical Leadership: Lead the technical design process, proposing software solutions that address complex business needs while adhering to strict industry compliance and security standards.
- Solution Engineering: Develop and configure Genesys Cloud Data Actions and integrate external systems via REST APIs to create dynamic, data-driven customer interactions.
- CI/CD & Governance: Implement and maintain Genesys Cloud CX as Code and CI/CD pipelines to ensure automated, repeatable, and high-quality deployments.
- Collaboration & Mentorship: Act as a technical steward within Agile/Scrum teams. Lead code reviews, provide technical guidance to junior team members, and ensure seamless communication across onshore and offshore development crews.
- Strategic Documentation: Create robust technical documentation, process flow diagrams, and clear user stories with actionable acceptance criteria to guide development.
- Bachelor’s degree in Computer Science, Information Technology, or related field
- Core Expertise: 5+ years of hands-on experience specifically in Genesys Cloud Architect, call flow development, and complex contact center routing strategies.
- Technical Proficiency:
- Strong proficiency in Genesys Cloud Data Actions and REST API integration.
- Experience with Genesys Cloud CX as Code and CI/CD processes.
- Methodology: Extensive experience working in Agile/Scrum environments, including active participation in sprint planning, retrospectives, and demos.
- Team Dynamics: Proven track record of success in hybrid onshore/offshore delivery models.
- Domain Knowledge: Ability to align technical solutions with strict banking and financial services compliance standards.
- Certification: Genesys Cloud Certification is highly preferred.
- Note: This role focuses on CX/routing architecture; no Java development is required.
Location: Pittsburgh, PA (relocation assistance is offered)
About Techstra Solutions
Techstra Solutions is a certified woman-owned (WBENC) management consulting firm specializing in strategy, technology, and implementation services for large organizations undergoing digital and talent transformation. Our experienced team partners with clients to co-create innovative solutions in applications, data, AI, and automation that accelerate measurable, sustainable change. From advisory consulting through technical execution, we are dedicated to driving world-class business solutions that fit your strategic requirements and deliver results. For more information: www.techstrasolutions.com
Skills Required
- Bachelor's degree in Computer Science, Information Technology, or related field
- 5+ years hands-on experience with Genesys Cloud Architect, call flow development, and complex contact center routing
- Strong proficiency in Genesys Cloud Data Actions and REST API integration
- Experience with Genesys Cloud CX as Code and CI/CD processes
- Extensive experience working in Agile/Scrum environments
- Proven success in hybrid onshore/offshore delivery models
- Ability to align technical solutions with banking and financial services compliance standards
- Genesys Cloud Certification
What We Do
Techstra Solutions is a certified woman-owned consulting firm that provides strategy, technology and implementation support to large organizations undergoing digital and talent transformation. The rapid pace of technology innovation required to remain competitive, juxtaposed with the slow rate of change in many organizations, causes most to struggle. To be successful companies must drive new ways of working including the use of technology/analytics and new skillsets (hard/soft) deep into their culture so that they are able to rapidly and continuously react to change. They must also apply new approaches that empower their employees, ensuring its sustainability. At Techstra Solutions we focus on four key areas, otherwise known as the 4 A’s: Automation (Robotic Process Automation (RPA)/Intelligent Automation), Analytics (Reporting/Analytics/AI/ML), Application Modernization (Cloud, Mobility, etc), and Agile-based solutions (DevOps).
