Genesys Cloud CX Level 3 Engineer

Salary: £30,000 - 50,000 per year

Requirements:

• 6–10+ years of experience supporting Genesys platforms, preferably Genesys Cloud CX
• Expert-level understanding of Genesys Cloud CX architecture, voice, digital, routing, and media paths
• Deep hands-on expertise in SIP, RTP, WebRTC, BYOC, SBCs, and carrier interconnects
• Experience with Salesforce CTI and Microsoft Dynamics CRM integrations
• Experience with REST APIs, OAuth, JSON, and webhooks
• Proven experience leading P1/P2 incident bridges and cross-team resolution
• Strong experience in large enterprise or MSP / RU environments
• Ability to clearly communicate complex technical issues to stakeholders and executives
• Genesys Cloud CX Professional or Specialist certification is preferred
• Cloud networking and security knowledge, including AWS and IAM concepts, is preferred
• Automation, scripting, or health-check development experience is preferred
• Experience supporting regulated or high-availability environments is preferred
• Strong technical ownership and decision-making capability
• Calm, authoritative leadership during crisis situations
• Structured analytical mindset with attention to root causes
• Mentorship-oriented and documentation-driven

Responsibilities:

• Act as the L3 escalation point for high-severity Genesys Cloud CX incidents, with a focus on P1 and P2 issues
• Lead technical triage, incident bridges, and resolution strategy during major outages with the Technical Manager
• Perform deep root-cause analysis across Genesys, voice, network, CRM, and cloud layers
• Identify systemic weaknesses and help eliminate chronic or repeat incidents through corrective actions
• Author executive-ready RCA documents with impact analysis, preventive actions, and corrective recommendations
• Drive problem management, corrective action tracking, and platform stabilization initiatives
• Troubleshoot SIP signaling, call setup, session negotiation, and RTP media issues
• Investigate one-way audio, packet loss, jitter, latency, and codec mismatches
• Provide technical leadership for WebRTC media behavior, including ICE, STUN, and TURN traversal
• Lead investigation and resolution of BYOC, SBC, carrier, and PSTN interconnect issues
• Collaborate with network and security teams on NAT, firewall, QoS, and voice path optimization
• Design, review, and optimize call flows, routing strategies, interaction handling models, integration patterns, and failover patterns
• Review and approve high-risk production changes, ensuring rollback and recovery plans are defined
• Define and validate disaster recovery, failover, and resilience strategies
• Maintain accurate architecture diagrams, media flow designs, and failure-mode documentation
• Troubleshoot complex integrations involving Salesforce CTI, APIs, OAuth, data synchronization, and Microsoft Dynamics CRM
• Act as the technical liaison between Genesys vendor support, network and voice teams, CRM teams, security teams, and cloud teams
• Challenge vendor or carrier conclusions when technical evidence indicates alternate root causes
• Review changes for risk assessment, production readiness, and operational impact
• Provide technical approval guidance for CAB and high-risk changes
• Validate platform upgrades, releases, and feature rollouts from a stability and resilience standpoint
• Ensure operational readiness before go-live, including fallback and monitoring strategies
• Drive MTTR reduction through engineering improvements and root-cause elimination
• Design or guide proactive monitoring, diagnostics, and health-check automation initiatives
• Mentor and guide Level-2 engineers on advanced troubleshooting and architectural best practices
• Maintain and evolve SOPs, operational runbooks, and architecture documentation
• Contribute to continuous service improvement initiatives across Run Units

Technologies:

• AI
• AWS
• Cloud
• CRM
• Firewall
• Flow
• Genesys
• IAM
• Support
• JSON
• NAT
• Network
• OAuth
• REST
• Salesforce
• Security
• Architect
• DevOps
• Spark

More:

We are HCLTech, a $13+ billion global technology company with more than 224,000 people across 60 countries, delivering industry-leading digital, engineering, cloud, and AI services and products. We bring a startup mindset and an idea-first culture to our work, with a focus on innovation, growth, and making a positive impact. This role is for a Genesys Cloud CX – Level 3 Engineer (Senior / SME) based in London, UK, working in hybrid mode at a client location. We offer a supportive, diverse, and global team, competitive compensation and benefits including vacation and insurance coverage, and strong opportunities to upskill, take ownership, and contribute to exciting projects. We also emphasize total wellbeing and offer involvement in internal communities and councils focused on CSR, diversity, and engagement.

last updated 33 week of 2026