Genesys Cloud CX – Level 3 Engineer (Senior / SME)

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Job Title: Genesys Cloud CX – Level 3 Engineer (Senior / SME)

Location: London, Uk (Hybrid mode at client location)

Role Summary:

We are seeking a Genesys Cloud CX Level 3 Engineer / Senior SME to own high-severity, complex, and business-critical incidents for mission-critical enterprise Run Units (RUs). This role serves as the final escalation point and provides deep technical leadership across Genesys Cloud CX architecture, voice media, integrations, and cloud dependencies. The engineer will lead cross-functional triage, perform deep root-cause analysis, guide platform stability initiatives, and mentor Level-2 engineers.

Key Responsibilities

Incident & Problem Management

• Act as required escalation point (L3) for all high-severity Genesys Cloud CX incidents (P1/P2 focus)
• Lead technical triage, incident bridges, and resolution strategy during major outages along with Technical Manager.
• Perform deep root cause analysis (RCA) across Genesys, voice, network, CRM, and cloud layers or report or all RCA issue's to Technical Manager.
• Identify systemic weaknesses and eliminate chronic or repeat incidents through structural corrective actions as Team work.
• Author executive-ready RCA documents including impact analysis, preventive actions, and corrective recommendations
• Drive problem management, corrective action tracking, and platform stabilization initiatives.

Voice, Media & Network Engineering

• Own advanced troubleshooting of SIP signaling, call setup, and session negotiation
• Diagnose RTP media issues including 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

Architecture & Platform Engineering

• Design, review, and optimize:
• Architect call flows
• Routing strategies and interaction handling models
• Integration and failover patterns
• Review and approve high-risk production changes, ensuring rollback and recovery plans are clearly defined
• Own deep understanding of platform limits, concurrency thresholds, and scaling behavior
• Define and validate disaster recovery, failover, and resilience strategies
• Maintain accurate architecture diagrams, media flow designs, and failure-mode documentation

Integrations & Ecosystem

• Troubleshoot complex integrations involving:
• Salesforce CTI, APIs, OAuth, and data synchronization
• Microsoft Dynamics CRM integrations
• Act as the technical liaison between:
• Genesys vendor support
• Network, voice, SBC, and carrier teams
• Salesforce and CRM platform teams
• Security, IAM, and compliance teams
• Cloud and infrastructure teams
• Challenge vendor or carrier conclusions when technical evidence indicates alternate root causes

Change Governance & Production Readiness

• Review changes for risk assessment, production readiness, and operational impact
• Provide technical approval guidance for CAB and high-risk changes
• Validate platform upgrades, new releases, and feature rollouts from a stability and resilience standpoint
• Ensure operational readiness before go-live, including fallback and monitoring strategies

Operational Excellence & Technical Leadership

• 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

Required Skills & Experience

• 6–10+ years of experience supporting Genesys platforms (Genesys Cloud CX preferred)
• 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
• Salesforce CTI and Microsoft Dynamics CRM integrations
• REST APIs, OAuth, JSON, 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

Preferred / Good-to-Have

• Genesys Cloud CX Professional or Specialist certification
• Cloud networking and security knowledge (AWS, IAM concepts)
• Automation, scripting, or health-check development experience
• Experience supporting regulated or high-availability environments

Key Behavioral Attributes

• 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

Benefits

• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
• To know more about us visit – www.hcltech.com
• For more information on how we process your personal data, please refer to HCLTech’s Candidate Data Privacy Notice.