Senior Genesys Systems Engineer

Forward Financing
Alberta, Ontario
Workplace: RemoteFull timeCAD 124,000 - 156,000 annuallyFunction: IT Operations (Systems/Network Admin)Experience: 5+ yearsSkills: ["Problem-solving","Critical thinking","Communication","Stakeholder collaboration","Requirement gathering"]

Own and administer the Genesys contact center platform, serving as the primary subject matter expert for routing, IVR, and omnichannel workflows across voice, SMS, and email. Optimize complex omnichannel integrations, manage Genesys flow logic, and collaborate with cross-functional stakeholders and Salesforce teams to translate requirements into robust technical designs. Monitor performance, lead integrations, troubleshoot advanced incidents under SLAs, and ensure long-term system health and stability.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Forward Financing
Forward Financing
1 day ago

Senior Genesys Systems Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 minutes agoStatus: Live

Job Summary

Own and administer the Genesys contact center platform, serving as the primary subject matter expert for routing, IVR, and omnichannel workflows across voice, SMS, and email. Optimize complex omnichannel integrations, manage Genesys flow logic, and collaborate with cross-functional stakeholders and Salesforce teams to translate requirements into robust technical designs. Monitor performance, lead integrations, troubleshoot advanced incidents under SLAs, and ensure long-term system health and stability.
Location: Alberta, Ontario
Workplace: Remote
Employment Type: Full time
Job Function: IT Operations (Systems/Network Admin)
Seniority: Mid level

Key Responsibilities

  • •Act as a shared owner and primary subject matter expert/system administrator for the Genesys contact center platform.
  • •Configure and continuously optimize contact center routing, IVR, and omnichannel workflows, including Genesys flow logic.
  • •Manage omnichannel setup integrating SMS, voice, and email, including digital campaign and autodialer campaign management.
  • •Translate business requirements into technical designs within the Genesys ecosystem and collaborate with Salesforce to co-develop features.
  • •Troubleshoot advanced platform issues, manage incidents, monitor performance/capacity, and ensure long-term system health and stability.

Pay and Benefits

Salary: CAD 124,000 - 156,000 annually
Perks:MedicalDentalVisionParental LeaveRrsp MatchWellness StipendVolunteering DaysLearning BudgetDonation Match

Key Requirements

  • •5+ years of experience as a Genesys administrator, engineer, or architect (Genesys Cloud CX preferred).
  • •Deep technical expertise in the Genesys platform, including routing, IVR/omnichannel workflows, and API integrations.
  • •Experience managing and troubleshooting complex omnichannel environments across SMS, voice, and email.
  • •Strong knowledge of Salesforce Omnichannel and Salesforce Voice, including integrating these systems with Genesys.
  • •Proven incident troubleshooting experience with Genesys Support, telecom carriers, and third-party vendors under strict SLAs.
Experience:5+ yearsContact centerTelecomOmnichannelSalesforceGenesys Cloud
Skills:Problem-solvingCritical thinkingCommunicationStakeholder collaborationRequirement gathering
Tech Stack:GenesysGenesys Cloud CXGenesys flow logicIVROmnichannelSMSVoiceEmailPredictive EngagementAutodialerWebRTCSalesforceSalesforce OmnichannelSalesforce VoiceAPI integrationsRoutingCRMSalesforce colleagues

Company Brief

Forward Financing
Forward Financing is a Boston-based fintech lender that provides fast, flexible revenue-based working capital to small businesses nationwide, using proprietary underwriting and capital markets facilities to deliver timely funding solutions.
Industry: Lending
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Private Equity Backed
Headquarters: Boston, United States
Founded: 2012
Glassdoor
Glassdoor: 4.7
WebsiteLinkedInGlassdoor