Senior Genesys Systems Engineer

Forward Financing
Dominican Republic
Workplace: RemoteFull timeFunction: IT Operations (Systems/Network Admin)Skills: ["Problem-solving","Communication","Stakeholder management"]

Own and administer Forward Financing’s Genesys contact center platform as a primary subject matter expert. Configure and optimize routing, IVR, and omnichannel workflows for voice, SMS, and email, and master Genesys flow logic. Partner with business stakeholders and Salesforce teams to translate requirements into scalable integrations. Monitor performance and capacity, lead incident troubleshooting under SLAs, and ensure long-term system health and stability.

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Forward Financing
Forward Financing
1 day ago

Senior Genesys Systems Engineer

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Last checked: 28 minutes agoStatus: Live

Job Summary

Own and administer Forward Financing’s Genesys contact center platform as a primary subject matter expert. Configure and optimize routing, IVR, and omnichannel workflows for voice, SMS, and email, and master Genesys flow logic. Partner with business stakeholders and Salesforce teams to translate requirements into scalable integrations. Monitor performance and capacity, lead incident troubleshooting under SLAs, and ensure long-term system health and stability.
Location: Dominican Republic
Workplace: Remote
Employment Type: Full time
Job Function: IT Operations (Systems/Network Admin)
Seniority: Mid level

Key Responsibilities

  • •Act as a shared owner of the Genesys contact center platform as the primary subject matter expert and system administrator.
  • •Configure and continuously optimize contact center routing, IVR, and omnichannel workflows for voice, SMS, and email.
  • •Manage complex omnichannel setups and Genesys flow logic, including automated multi-channel customer journeys.
  • •Troubleshoot advanced platform issues, manage complex incidents, and help ensure long-term system health and stability.
  • •Collaborate with business stakeholders and Salesforce teams to translate requirements into robust integrations and scalable solutions.

Key Requirements

  • •5+ years of experience as a Genesys Administrator, Engineer, or Architect (Genesys Cloud CX experience preferred).
  • •Deep technical expertise in the Genesys platform, including advanced routing, IVR/omnichannel workflows, and API integrations.
  • •Experience managing omnichannel campaigns across SMS, voice, and email, including if/then journey logic tied to CRM data.
  • •Strong understanding of telecom concepts, including WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing.
  • •Proven ability integrating and troubleshooting Salesforce Omnichannel and Salesforce Voice with Genesys, resolving major incidents under SLAs.
Skills:Problem-solvingCommunicationStakeholder management
Tech Stack:GenesysGenesys Cloud CXIVROmnichannelSMSVoiceEmailSalesforceSalesforce OmnichannelSalesforce VoiceWebRTC

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
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