IVR Engineer - Genesys CX

IVR Engineer - Genesys CX

Location: Orlando, Florida (On-site)

Role Overview

We are seeking an IVR Genesys CX Engineer to join our team. This individual will play a key role in supporting and optimizing a completed migration from inContact to Genesys CX within a large-scale enterprise environment. The ideal candidate will have a strong hands-on experience with Genesys CX, a developer mindset, and the ability to quickly assess existing platform configurations, troubleshoot issues, and partner with stakeholders to drive continuous improvements across the contact center ecosystem.

Key Responsibilities

• Analyze and assess the current Genesys Cloud CX environment to understand architecture, configurations, integrations, and operational processes.

• Support post-migration stabilization and hypercare activities following the transition to Genesys Cloud CX.

• Troubleshoot and resolve complex contact center issues impacting inbound and outbound operations for a large agent base.

• Partner with internal teams and business stakeholders to optimize customer and agent experiences.

• Support ongoing strategic initiatives, including Salesforce integration, new location openings, collections integrations, and partner onboarding.

• Configure and maintain Genesys Cloud CX solutions, including routing, queues, data tables, flows, and campaigns.

• Provide recommendations for platform optimization, scalability, and operational efficiency.

• Collaborate with vendors and internal technical teams to resolve issues and implement solutions.

• Required Qualifications

• Experience: An IVR Engineer background with a solid working knowledge of Genesys CX (cloud version) is required. The candidate should be able to understand the existing environment and assist with problem resolution and project-based work. Experience with contact center operations supporting both inbound and outbound channels is necessary.

• Technical

Skills

• A strong knowledge of routing and queue management, IVR and call flows, agent and supervisor tools, and reporting and analytics is required. Candidates must possess the initiative and soft skills to work effectively within a team.

• Preferred Qualifications

• Scripting experience with other languages to extend platform capabilities.

• Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

• Everforth Apex uses a virtual recruiter as part of the application process. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Benefits

• Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

• Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

• UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.