Overview
Contact Center System Engineer (Genesys Cloud CX) Jobs in Riyadh, Saudi Arabia at EJADA
Title: Contact Center System Engineer (Genesys Cloud CX)
Company: EJADA
Location: Riyadh, Saudi Arabia
Job Purpose
We are looking for an experienced Contact Center System Engineer to deploy, configure, and support enterprise Contact Center infrastructure built on Genesys Cloud CX. The role is responsible for managing cloud infrastructure, telephony services, integrations, security, automation, and platform performance while ensuring high availability, scalability, and regulatory compliance.
Key Accountabilities
- Deploy, configure, and maintain Genesys Cloud Edge, Media Services, and cloud-based infrastructure.
- Configure and support SIP Trunks, BYOC, WebRTC, telephony routing, number porting, and emergency calling services.
- Implement platform security, including OAuth authentication, RBAC, encryption, and compliance with organizational and regulatory standards.
- Monitor platform health, voice quality, latency, packet loss, and system performance using Genesys monitoring tools and third-party monitoring platforms.
- Develop and maintain Agent Scripts, Data Actions, and integrations with CRM and external business applications.
- Automate platform provisioning, configuration, and deployment using Infrastructure as Code (IaC) tools.
- Troubleshoot complex infrastructure, networking, telephony, and integration issues while ensuring service availability.
- Collaborate with architects, developers, operations teams, and business stakeholders to deliver reliable Contact Center solutions.
- Support production deployments, platform upgrades, disaster recovery activities, and continuous improvement initiatives.
Minimum Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Genesys Cloud CX Certified Professional (GCP-GC) or Associate certification.
- Additional certifications in AWS, Networking, Linux, or Cloud Infrastructure.
Minimum Experience
- 4+ years of experience supporting enterprise Contact Center or Unified Communications platforms.
- Strong hands-on experience with Genesys Cloud CX infrastructure and telephony.
Job-Specific Skills
- Genesys Cloud CX Administration
- Genesys Cloud Edge & Media Services
- SIP, VoIP, BYOC & WebRTC
- Contact Center Networking & Telephony
- OAuth Authentication & RBAC
- REST APIs, JSON & Data Actions
- Genesys Script Designer
- Terraform (Genesys Cloud Provider)
- Python Automation
- Genesys Cloud CLI, Archy & CX as Code
- AWS Cloud Services
- Linux (RHEL/CentOS)
- SQL & Data Extraction
- Performance Monitoring (QoS, Datadog, ThousandEyes)
- Networking (OSI Model, TCP/UDP, TLS, Firewall Traversal)
- Strong troubleshooting, analytical, communication, and problem-solving skills.