• Lead CCaaS Engineer - Genesys CX - Onsite

    EPAM Systems (Weehawken, NJ)


    Transform customer experience technology as a **Lead CCaaS Engineer** at EPAM. You'll architect and implement sophisticated Genesys Cloud CX solutions while leading complex migration projects from legacy platforms, ensuring seamless transitions that enhance operational efficiency and elevate customer interactions.

     

    At EPAM, you'll work on cutting-edge technologies, solve complex challenges, and shape the future of digital innovation. With access to continuous learning, mentorship, and global projects, your expertise will drive meaningful change.

     

    Req.#932766886

    Responsibilities

    + Design and implement comprehensive Genesys Cloud CX solutions including advanced routing strategies, IVR flows, and multi-channel integrations

    + Lead end-to-end migration projects from legacy platforms like Avaya, Cisco, and Genesys Engage to Genesys Cloud CX

    + Develop sophisticated Architect flows for omnichannel interactions including voice, chat, email, and bot integrations

    + Create seamless integrations between Genesys Cloud CX and enterprise CRM systems using APIs, web services, and custom data actions

    + Collaborate with telephony teams to configure complex voice infrastructure including SIP trunks, BYOC implementations, and SBCs

    + Optimize contact center performance through data-driven analysis of call flows, routing logic, and reporting dashboards

    Requirements

    + 3+ years of hands-on experience implementing and configuring Genesys Cloud CX in enterprise environments

    + Demonstrated success leading contact center migration projects from legacy platforms to cloud-based solutions

    + In-depth knowledge of Genesys Architect, routing strategies, outbound campaigns, digital channels, and workforce management

    + Strong understanding of telephony concepts including SIP, SBCs, trunking, codecs, and call flow architecture

    + Experience with API integrations, OAuth implementation, event notifications, and custom data actions

    + Ability to collaborate effectively with cross-functional teams in fast-paced migration projects

    + Genesys Cloud CX certifications (Professional, Developer, Architect) and scripting experience (JavaScript/Python) (Optional)

    We offer

    + Medical, Dental and Vision Insurance (Subsidized)

    + Health Savings Account

    + Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)

    + Short-Term and Long-Term Disability (Company Provided)

    + Life and AD&D Insurance (Company Provided)

    + Employee Assistance Program

    + Unlimited access to LinkedIn learning solutions

    + Matched 401(k) Retirement Savings Plan

    + Paid Time Off

    + Legal Plan and Identity Theft Protection

    + Accident Insurance

    + Employee Discounts

    + Pet Insurance

    + Employee Stock Purchase Program

     

    EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our clients, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.Engineer the Future with a Career at EPAM (https://www.youtube.com/embed/NU\_mnNITn2o?si=IiCxyQ4sr1YJWxDG)

     

    EPAM will not provide new H-1B visa sponsorship for this position. Candidates with existing transferable H-1B status may be considered.

     

    EPAM Systems, Inc. is an equal opportunity employer. We recognize the value of diversity and inclusion in creating success for our customers, business partners, shareholders, employees and communities. We are committed to recruiting, hiring, developing and promoting employees without discrimination. As a global employer, this commitment includes complying with all laws in the countries in which we operate. Nevertheless, we believe equal employment practices should not be limited to what the law requires. Equal opportunity and inclusion are essential to motivate, empower and recognize the best in everyone.

     

    At EPAM, employment actions are based on individual qualifications, without regard to race, color, religion, creed, gender, pregnancy status, sexual orientation, gender identity, gender expression, marital or familial status, national origin, ancestry, genetics, age, disability status, veteran status, citizenship status when otherwise legally able to work, or any other characteristic protected by law.