Sr System & Cloud Engineer

The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.  Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. 

Our beliefs are the foundation for how we conduct business every day.  We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Summary:

This job oversees Genesys CloudCX environment, handles outages, leads network design, supports system availability, deploys equipment, implements best practices, offers on-call support, manages global teams, communicates incident impacts, and creates documentation.

Job Description:

Essential Responsibilities:

• Oversee load balancers, Global Server Load Balancing (GSLB) equipment, Content Delivery Network (CDN) platforms, and troubleshoot client/server issues.
• Handle proactive and reactive outages, work with vendors, and take ownership of network incidents, escalations, and root cause analysis.
• Lead backbone network design and architecture for on-premises and public cloud migration, and build hybrid connectivity solutions.
• Work with business unit leadership, product managers, and customers to develop project objectives, timelines, and feature requirements.
• Support network system availability, manage network capacity, and ensure compliance with Information Security standards.
• Deploy equipment, manage SSL certificate hosting and renewal, and build infrastructure for data centers and cloud environments.
• Implement and continually improve operational procedures, systems, and network engineering best practices.
• Offer on-call support, monitor infrastructure and hosted services, and troubleshoot complex issues.
• Manage and influence global teams, provide guidance and support, and mentor team members in areas of expertise.
• Communicate incident impacts, risks, and mitigation plans to executives, document incident information, and create network engineering documentation and best practices.

Minimum Qualifications:

• 3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.

Genesys Cloud CX–focused

• Genesys Cloud CX Professional or Specialist certification.
• Hands‑on experience designing, configuring, and supporting Genesys Cloud CX contact center solutions (queues, routing, Architect flows, IVR, digital channels).
• Experience integrating Genesys Cloud CX with CRMs and internal systems using REST APIs, webhooks, or event streams.
• Familiarity with Genesys Cloud CX analytics, quality, and WFM capabilities, including reporting design and data exports.
• Experience implementing or supporting AI features (bot flows, knowledge, agent assist, or speech/text analytics) in Genesys Cloud CX.

AWS / cloud computing

• Strong understanding of core AWS services (EC2, Lambda, API Gateway, S3, CloudWatch, IAM, VPC).
• Experience designing and operating cloud‑native integrations between AWS services and CCaaS platforms such as Genesys Cloud CX.
• Familiarity with cloud security best practices (IAM roles, least privilege, encryption, network segmentation) in AWS.
• Experience with infrastructure‑as‑code (CloudFormation, CDK, or Terraform) to manage cloud and integration resources.
• Exposure to serverless and event‑driven architectures (Lambda, EventBridge, SNS/SQS) in support of contact center use cases.

General technical / soft skills

• Experience configuring and supporting contact center technologies (IVR, call routing, queues, skills, and agent desktops).
• Strong understanding of contact center KPIs and operations (AHT, SLA, abandon rate, occupancy) and how technology changes impact them.
• Ability to troubleshoot end‑to‑end call flows across telephony, network, and application layers in a live contact center environment.
• Experience partnering with operations, WFM, QA, and training teams to turn business requirements into workable technical solutions.
• Proficiency with modern integration patterns and data formats (REST, JSON, OAuth 2.0; optionally SOAP/XML for legacy).
• Experience troubleshooting complex, multi‑system issues across network, application, and cloud layers.
• Background working closely with operations and business stakeholders to translate requirements into technical designs.
• Strong documentation and communication skills; ability to explain technical trade‑offs to non‑technical audiences.

Subsidiary:

PayPal

Travel Percent:

0

-

The base pay for this role will depend on where you work and the relevant experience and expertise you bring. The expected range of pay for this role by location is:

Primary Location | Pay Range:

Austin, Texas | ($130,500.00 - $193,600.00 Annually)

Additional Location(s) | Pay Range:

Scottsdale, Arizona | ($123,500.00 - $183,700.00 Annually)

Additional compensation for this role may include an annual performance bonus, equity, or other incentive compensation, as applicable.

PayPal does not charge candidates any fees for courses, applications, resume reviews, interviews, background checks, or onboarding. When making an application directly, we will never ask you to share passwords, one-time passcodes (OTP), or verification codes.  Any such request is a red flag and likely part of a scam. All communication regarding your application will come from official PayPal email domains. If you suspect fraudulent activity, please report it immediately.  To learn more about how to identify and avoid recruitment fraud please visit https://careers.pypl.com/contact-us. 

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

Our Benefits:

At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset-you. That’s why we offer comprehensive, choice-based programs, to support all aspects of personal wellbeing—physical, emotional, and financial—delivering meaningful value where it matters most. We strive to create a flexible, balanced work culture with a holistic approach to benefits, including generous paid time off, healthcare coverage for you and your family, and resources to create financial security and support your mental health.

Who We Are:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion 

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law.  In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected].

Belonging at PayPal: 

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don’t hesitate to apply.