Genesys Cloud Engineer

What you'll do

We are looking for a specialized Genesys Cloud Engineer (Mid-Senior level) to design, evolve, and integrate telephony architecture, digital channels, and automation on the Genesys Cloud platform within a corporate and international environment.

• IVR and Routing Design: You will develop voice flows in Genesys Cloud Architect, defining routing logic, customer identification/authentication, and pre-agent stages.
• Digital Channel Management: You will integrate the WhatsApp Business API (BSUID management, templates, and digital ACD), as well as SMS and interactive Chat channels.
• Outbound Strategy and Campaigns: You will configure predictive/progressive dialing and Skill-Based Dialling, always ensuring compliance with contactability regulations and usage policies (Fair Use).
• Integrations and Architecture: You will connect the platform with internal applications using REST APIs, Data Actions, Webhooks, EventBridge, and Embeddable Framework.
• Support and Governance: You will be the N3 technical point of contact for incident resolution, define best practices, prepare technical documentation (diagrams, tests, manuals), and coordinate directly with the manufacturer and its integrators.

Nice to have

• Previous experience in Genesys OnPrem / ININ / Composer environments is valued.
• Knowledge of Speech & Text Analytics tools.
• Familiarity with telephony regulations (STIR/SHAKEN, SAC Law, prefix regulations).
• Use of AI tools (Copilot, Claude).
• Feels comfortable working in changing, dynamic, and international environments.
• Has excellent organizational capacity, analytical capacity, and attention to detail in technical documentation.
• Enjoys close collaboration with different areas (Marketing, Operations, IT) and vendors.
• Values transparency, clear communication, and collaborative work.

Education & certifications

• Essential experience: Between 3 and 6 years working in a specialized manner on Contact Center platforms.
• Languages: High level of fluent English (B2/C1, both written and spoken) to operate comfortably in international environments.
• Demonstrated ability working on telephony architecture, automation, and integration projects.

What you'll get

• Flexible compensation (Cobee) for restaurant, transportation, training, and childcare.
• Health insurance with Cigna, Adeslas, or Sanitas.
• Wellness program for emotional and psychological well-being.

How you'll work

• 23 vacation days + December 24th and 31st off.
• 1 day for professional events and 3 days for personal reconciliation.
• Hybrid model: 1 or 2 days in offices in Pozuelo de Alarcón.

About the company & team

We are Kairós, a different kind of technology company. Yes, we help our clients with their digital and methodological transformation challenges, but what truly defines us is how we do it: putting people at the center.

We have been recognized as a Great Place To Work company since 2019, ranking 5th in 2024. Our values of courage, empathy, innovation, and joy are how we work every day. We are more than 850 people (developers, data engineers, strategists...) and we are now looking for someone to join this brilliant and diverse team.

At Kairós, you are not just a number. We know you by name, we care about your work-life balance, and we want you to grow with us.

Technical Proficiency (Must-have)

• Core Platform: Extensive experience in Genesys Cloud CX (Architect, Data Actions, Embeddable Framework, EventBridge).
• Languages and Integrations: Proficiency in JavaScript (for Data Actions), JSON, REST APIs, Webhooks, and OAuth authentication protocols.
• Digital Channels: Experience in integrating WhatsApp Business API (Meta), SMS, and interactive Chat.

Desirable Knowledge (Nice-to-have)

We are looking for someone who...

Professional growth that is worthwhile

• Continuous corporate training.
• Free English classes in small groups.
• Constant personal mentoring and support.
• Participation in conferences, events, and technology communities.

#TRY #THINK #FEEL #ENJOY

At Kairós, we firmly believe in the importance of equality and diversity in the workplace. We are committed to creating an inclusive and respectful environment where all employees feel valued and have the opportunity to reach their full potential, regardless of their race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other characteristic protected by law.

Apply to the job offer and join the Kairós team!