Sr Engineer, Cloud Development Support

Sr. Engineer, Cloud Development Support

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Overview

The Development Support (Dev Support) team plays a critical role within the Genesys Cloud R&D organization. Acting as the primary escalation point for advanced engineering support (L3/L4) and Priority 1 critical account issues, we provide unique visibility into the performance, reliability, and usage of the platform and its underlying services.

Our work bridges customer experience and product engineering, ensuring rapid issue resolution and continuous improvement. By analyzing customer reports and system data, we identify trends, highlight areas for improvement, and drive automation to strengthen platform resilience.

Key focus areas include:

• Isolating, diagnosing, and resolving product bugs
• Identifying and developing automation/self-service solutions
• Managing abusive access and mitigating malicious activity

Role

The Sr. Engineer, Cloud Development Support serves as a technical expert, advisor, and advocate within their assigned domain, spanning Digital, Core, WEM, Voice, and AI R&D teams. Beyond technical excellence, this role requires strong communication, collaboration, and leadership skills to empower both internal teams and external support channels.

You will partner closely with R&D engineers, product managers, and customer-facing teams to resolve complex technical issues while ensuring knowledge transfer and long-term improvements in platform quality. A strong sense of initiative, accountability, and empathy is essential to succeed in this dynamic, high-impact role.

Major Responsibilities / Activities

• Act as a technical escalation point for Priority 1 incidents in designated critical accounts.
• Provide advanced technical consultation for bug resolution, platform challenges, and microservice-related issues.
• Collaborate with Dev Support Automation engineers to design and deliver automated support solutions.
• Build strong partnerships with R&D teams in your domain, driving continuous improvement in defect resolution and platform stability.
• Establish a feedback loop with QA/testing teams to proactively reduce code defects escaping into production.
• Deliver training and mentorship to support engineers, ensuring domain expertise is shared across support channels.
• Advise on complex product and platform issues, leveraging deep technical knowledge of microservices and cloud architecture.
• Maintain up-to-date expertise on Genesys Cloud architecture, AWS-hosted services, and hybrid solutions across the Genesys portfolio.
• Participate in an on-call rotation, ensuring 24/7/365 coverage for high-severity incidents.
• Create and maintain domain-specific documentation, including troubleshooting guides and technical playbooks.

Minimum Requirements

• Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.
• Strong customer-facing experience with a proven passion for customer satisfaction and expectation management.
• Demonstrated expertise within your assigned technical domain.
• 2+ years of experience implementing or supporting complex SaaS or CCaaS solutions.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Proven problem-solving ability and sound judgment when identifying solutions to technical issues.
• Strong leadership qualities and the ability to work independently in fast-paced environments.
• Demonstrated ability to meet critical deadlines and perform under pressure.
• Experience with microservice architectures strongly preferred.
• Programming or scripting experience required; proficiency in a modern programming language a plus.

Skills Required

• Advanced troubleshooting of integration-related issues, including:
• REST APIs
• Webhooks and WebSockets
• ServiceNow and Salesforce APIs
• Strong understanding of application-layer technologies such as HTTP, DNS, and OAuth.
• Hands-on experience with AWS, Google Cloud, and Microsoft Azure STT/TTS systems.
• Foundational knowledge of WebRTC technologies.
• Experience with scripting or development; ability to quickly learn modern programming languages.