Cloud Solutions Engineer 2 (Genesys Cloud CX)

Location: Remote within the United States; occasional travel to hirify.global offices for training or meetings may be required.

Salary: $89,000–$121,400 per year, plus eligibility for a bonus incentive plan.

Company

hirify.global is a U.S. healthcare company providing insurance and healthcare services to people and communities.

What you will do

• Administer, configure, and support the Genesys Cloud CX platform, including users, roles, queues, skills, routing, and telephony resources.
• Configure inbound and outbound voice services, digital channels, chat, messaging, email, callbacks, SIP trunking, carrier connectivity, and call flows.
• Gather requirements from business stakeholders and deliver contact center solutions aligned with operational and customer experience objectives.
• Monitor platform performance, call quality, availability, and service levels; troubleshoot complex platform, telephony, routing, and customer interaction issues.
• Develop contact center reports, dashboards, and analytics, and support integrations with CRM, workforce management, Microsoft Teams, and other enterprise systems.
• Coordinate testing and deployments, maintain technical documentation and change processes, provide subject matter expertise, and manage vendor relationships.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related technical field, or equivalent education and experience.
• 3–5 years of experience in systems analysis or application programming development.
• Experience administering, supporting, and implementing Genesys Cloud CX or another enterprise contact center platform.
• Ability to work independently, make decisions in ambiguous situations, and follow security, regulatory, governance, and change management practices.
• For home working, a dedicated workspace is required to protect member PHI and HIPAA information; internet speeds of at least 25 Mbps download and 10 Mbps upload are required or recommended.

Culture & Benefits

• Work-life balance and a generous paid time off package.
• Medical, dental, vision, disability, life insurance, and other healthcare benefits effective from day one.
• 401(k) retirement savings plan with an excellent company match.
• Annual incentive plan, well-being program, and paid volunteer time off.
• hirify.global provides appropriate telephone equipment for home or hybrid home/office employees.

Hiring process

• The interview process includes HireVue interview technology to assess relevant skills and experience.