Senior Genesys Systems Engineer

Forward Financing is a financial technology company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is investing in its employees, technology, and customer experience – with long-term success in mind every step of the way.

As Senior Genesys Systems Engineer, you will shape the future of our contact center platform by leveraging your deep technical expertise as our primary subject matter expert and administrator. You will collaborate closely with cross-functional stakeholders and Salesforce colleagues to translate business requirements into robust integrations and scalable routing solutions across voice, SMS, and email. You will be the point person to maintain system health, troubleshoot advanced technical issues, and ensure a seamless, optimized experience for both our customers and agents.

• Act as a shared owner of the Genesys contact center platform, while functioning as the primary subject matter expert and system administrator.

• Leverage your deep understanding of the Genesys platform to configure, manage, and continuously optimize contact center routing, IVR, and omnichannel workflows.

• Navigate, manage, and optimize our complicated omnichannel setup that comprehensively integrates SMS, Voice, and Email communications.

• Become an expert in our Genesys flow logic

• Design and implement innovative, scalable solutions to complex business and technical problems to enhance the customer and agent experience.

• Collaborate closely with cross-functional business stakeholders, gathering requirements and translate them into robust technical designs within the Genesys ecosystem.

• Troubleshoot advanced platform issues, manage complex incidents, and ensure the long-term health and stability of the system.

• Monitor system performance, capacity, and lead integrations with our internal CRM and other third-party tools.

• Work with colleagues in Salesforce to co-develop features.

• Impactful Ownership: You will have the autonomy to act as an owner and shape the future of a critical platform that directly impacts our core business operations.

• Mission driven company: Forward is a trusted source of fast, flexible funding for small businesses that have often been underserved by traditional financing options. When you join the team, you will help ensure all small businesses have access to the financial support they need to succeed.

• Flexibility is a top priority: Our employees are empowered to choose where they want to work (whether that’s from home, in the office, or a combination of both) with flexible hours.

• 5+ years of extensive experience as a Genesys Administrator, Engineer, or Architect (Genesys Cloud CX experience highly preferred).

• Deep technical expertise in the Genesys platform, including:

  • architecting solutions, advanced routing, API integrations, omnichannel capabilities

  • Digital campaign management: Creating and maintaining many complex automated multi-channel, multi-touchpoint SMS and email journeys. This needs to include complex if/then logic to initiate, pause and cancel cadences based on CRM field values. And needs to coordinate with marketing to avoid overlap.

  • Autodialer campaign management: Creating, recycling, and filtering many campaigns simultaneously

  • Using Predictive Engagement features in Genesys to trigger outreach

• Advanced understanding of telecom concepts, WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing

• Proven track record working with Genesys Support, telecom carriers, and 3rd-party vendors to resolve major incidents (P1s/P2s) under strict SLAs

• Strong knowledge of Salesforce, specifically including Salesforce Omnichannel and Salesforce Voice, with a proven track record of integrating these systems with Genesys.

• Proven experience managing and troubleshooting a complicated omnichannel environment that encompasses SMS, Voice, and Email.

• Demonstrated ability working directly with business stakeholders to gather requirements and design technical solutions to solve complex operational challenges.

• Strong problem-solving skills and the ability to think critically when resolving complex platform issues.

• Excellent written and verbal communication abilities, with a knack for translating technical jargon for non-technical stakeholders.

Our Culture: The Forward Compass
The Forward Compass is the standard we hold for ourselves and one another—guiding how we lead, collaborate, and show up every day to move in the same direction.
Back the Builders: We are wired to fuel customer progress, not just provide support.
Rooted in People: We create an environment that balances deep connection with the extreme ownership and honesty required to reach our highest potential.
Flying V: We move through coordinated effort with speed and urgency to achieve what no individual could do alone.
Always Forward, Never Finished: We pursue growth with a relentless drive that keeps us ahead of the competition.