Genesys Cloud Engineer (C-566)

SMASH, Who we are?

We are agents for tech professionals in Costa Rica and Colombia that help them build careers in the United States.

We believe in long-lasting relationships with our talent. We invest time getting to know them and understanding what they seek as their professional next step.

We aim to find the perfect match. As agents, we pair our talent with our US clients, not only by their technical skills but as a cultural fit. Our core competency is to find the right talent fast.

We purposefully move away from the “contractor” or “outsourcing” type of relationship. Our clients don’t want contractors or “just a service.” Neither does our talent.

Our Benefits

• Wellness Coverage

• Remote Work

• Birthday day off

• Recognition and rewards system

• Referrals Program

• Business skill coaching

• English classes for Smashers and relatives

• Learning opportunities

This position is fully remote and open to candidates based in LATAM only. Applicants must have citizenship or a valid work permit in Costa Rica, Colombia, or Argentina.

Role Summary

We are looking for a Junior Genesys Engineer to support the implementation, configuration, and ongoing administration of cloud-based contact center solutions, primarily using Genesys Cloud CX.

This role is ideal for an early-career engineer with foundational experience in contact center technologies, cloud communications, technical support, or related platforms who is interested in developing deeper expertise in CCaaS solutions.

You will work alongside experienced engineers, architects, Project Managers, and customer teams to configure, test, troubleshoot, and document Genesys Cloud CX solutions.

Responsibilities

• Support the implementation and configuration of Genesys Cloud CX solutions based on approved technical designs and customer requirements.

• Assist with configuration of users, queues, skills, routing, Architect flows, schedules, business hours, permissions, and other contact center components.

• Support contact center user onboarding, configuration changes, migrations, testing, and production deployments.

• Assist with the development and execution of functional, routing, and User Acceptance Testing (UAT) scenarios.

• Troubleshoot basic issues related to call routing, queues, user configuration, permissions, endpoints, and platform administration.

• Support integrations involving APIs, CRM platforms, identity management, reporting, and other enterprise applications.

• Participate in customer discovery and technical meetings alongside senior engineers and Project Managers.

• Maintain accurate configuration records, test results, issue logs, runbooks, and technical documentation.

• Assist with post-launch support and production stabilization.

• Escalate complex technical issues with clear documentation and diagnostic information.

• Develop technical knowledge of Genesys Cloud CX capabilities, integrations, and contact center best practices.

Requirements – Must-haves

• 1+ year of experience in technical support, telecommunications, contact center technologies, UCaaS/CCaaS, networking, or a related technical role.

• Foundational or hands-on experience with Genesys Cloud CX or another enterprise contact center platform.

• Understanding of basic contact center concepts, including:

  • Queues

  • Routing

  • IVR / interaction flows

  • Business hours and schedules

  • Users and skills

  • Reporting

• Basic understanding of cloud telephony and call-routing concepts.

• Familiarity with troubleshooting technical issues in cloud-based environments.

• Experience supporting testing, deployments, migrations, or production environments.

• Ability to follow technical designs, implementation procedures, and documented processes.

• Strong analytical and troubleshooting skills.

• Good technical documentation and organizational skills.

• Ability and willingness to learn new technologies in a fast-paced technical environment.

• Strong communication skills and ability to collaborate with technical teams and customers.

Nice-to-haves (optional)

• Hands-on experience with Genesys Cloud CX administration.

• Experience with Genesys Architect.

• Familiarity with Genesys Cloud APIs, integrations, or webhooks.

• Experience with CRM integrations.

• Basic knowledge of SIP, VoIP, PSTN, or network troubleshooting.

• Experience with contact center reporting, recording, or analytics.

• Genesys Cloud certifications or technical training.

• Exposure to other CCaaS or UCaaS platforms such as Zoom, Cisco, Five9, NICE, or similar technologies.

Languages

• English B2+

• Spanish C1