Genesys Cloud Developer

We are building a community where global talent is geographically unleashed, and diversity is celebrated. We champion the freedom of living and working across borders, shaping a nation without a country. Remote engineering services, global impact — expert engineering, design, and business talent in cross-disciplinary project teams. Diversity celebrated — 40+ nationalities, 4 continents, one team. Continuous growth — we invest in you: projects, coliving, community, pushing you beyond what you thought possible. Your mission at WorkNomads:
- Design, develop, configure and maintain Genesys Cloud CX solutions for production contact center environments.
- Take technical ownership of Genesys Cloud solutions from requirements and architecture through implementation, testing, deployment and ongoing support.
- Design and implement IVR, inbound and outbound call flows using Genesys Architect, with a focus on scalable, maintainable and reusable solutions.
- Design and implement AI-powered IVR and virtual agent solutions, enabling customers to interact with conversational AI through voice and other channels.
- Design and implement automated and AI-powered outbound campaigns, including predictive/progressive dialing, automated customer outreach, campaign segmentation, call strategies and intelligent follow-up workflows.
- Work with omnichannel campaign capabilities, including voice, email, SMS and other supported digital communication channels.
- Architect and configure ACD, routing, queues, skills, users, permissions and contact center workflows according to business and technical requirements.
- Investigate and resolve complex production issues, providing L2/L3 support where required and taking ownership through to resolution and follow-up.
- Troubleshoot Genesys Cloud, SIP, RTP, VoIP, DNS and networking issues, working with infrastructure, network and application engineering teams when required.
- Translate business and operational requirements into technical designs, solution architectures and Genesys Cloud implementations.
- Contribute to the design of customer-specific solutions and participate in technical discussions with customers, engineers, architects and operational teams.
- Evaluate new Genesys Cloud AI, automation, outbound and digital capabilities and identify opportunities to incorporate them into customer solutions.
- Produce and maintain technical documentation including solution designs, architecture documentation, integration specifications, AI solution designs, campaign designs, configuration standards and knowledge-base materials. Requirements We want to hear from you if you have:
- 5+ years of hands-on experience with Genesys Cloud CX or a closely related Genesys/contact center technology.
- Experience designing, developing, configuring and supporting production Genesys Cloud environments.
- Strong practical experience with Genesys Cloud Architect, including designing and troubleshooting complex IVR and call flows.
- Strong understanding of Genesys Cloud AI capabilities, including Genesys Copilot, virtual agents and AI-powered customer and agent experiences.
- Understanding of omnichannel customer journeys spanning voice, email, SMS, digital channels, AI and human agents.
- Strong analytical and problem-solving skills and a structured approach to technical design and troubleshooting.
- Ability to take ownership of technical solutions throughout their lifecycle, from requirements and architecture through implementation and production support.
- Excellent communication and technical documentation skills.
- Genuine interest in developing further into Genesys architecture, AI, integrations, automation, outbound campaign solutions and intelligent contact center technologies. Strong advantages
- Experience building AI solutions that integrate with CRM systems, knowledge bases, APIs and backend applications.
- Good understanding of APIs, REST, JSON and OAuth, preferably in the context of Genesys Cloud.
- Experience integrating Genesys Cloud with CRM, marketing automation, customer-data platforms or other enterprise systems to drive automated campaigns.
- Experience with Salesforce or other CRM integrations.
- Genesys Cloud certification.
- Experience with cloud platforms such as Azure. Benefits Perks of being one of us:
- Flexible work setup: work fully remotely from any country in the EU on a freelance/B2B contract, or join our Sofia, Bulgaria office under a local employment contract that offers a comprehensive social welfare package.
- Autonomy: an environment where your technical vision matters, and you own your work‑life balance.
- Growth: a personalized career development program to fuel your journey; learn from experts, expand your craft, and work across industries.
- Global vibe: an international, dynamic, remote‑first workplace.
- Connectivity Support: home office allowance
- Total Rewards: paid time off and competitive remuneration.
- Community: team get‑