About this role
Salary: £30,000 - 50,000 per year
Requirements: 6–10+ years of experience supporting Genesys platforms, preferably Genesys Cloud CXExpert-level understanding of Genesys Cloud CX architecture, voice, digital, routing, and media pathsDeep hands-on expertise in SIP, RTP, WebRTC, BYOC, SBCs, and carrier interconnectsExperience with Salesforce CTI and Microsoft Dynamics CRM integrationsExperience with REST APIs, OAuth, JSON, and webhooksProven experience leading P1/P2 incident bridges and cross-team resolutionStrong experience in large enterprise or MSP / RU environmentsAbility to clearly communicate complex technical issues to stakeholders and executivesGenesys Cloud CX Professional or Specialist certification is preferredCloud networking and security knowledge, including AWS and IAM concepts, is preferredAutomation, scripting, or health-check development experience is preferredExperience supporting regulated or high-availability environments is preferredStrong technical ownership and decision-making capabilityCalm, authoritative leadership during crisis situationsStructured analytical mindset with attention to root causesMentorship-oriented and documentation-driven Responsibilities: Act as the L3 escalation point for high-severity Genesys Cloud CX incidents, with a focus on P1 and P2 issuesLead technical triage, incident bridges, and resolution strategy during major outages with the Technical ManagerPerform deep root-cause analysis across Genesys, voice, network, CRM, and cloud layersIdentify systemic weaknesses and help eliminate chronic or repeat incidents through corrective actionsAuthor executive-ready RCA documents with impact analysis, preventive actions, and corrective recommendationsDrive problem management, corrective action tracking, and platform stabilization initiativesTroubleshoot SIP signaling, call setup, session negotiation, and RTP media issuesInvestigate one-way audio, packet loss, jitter, latency, and codec mismatchesProvide technical leadership for WebRTC media behavior, including ICE, STUN, and TURN traversalLead investigation and resolution of BYOC, SBC, carrier, and PSTN interconnect issuesCollaborate with network and security teams on NAT, firewall, QoS, and voice path optimizationDesign, review, and optimize call flows, routing strategies, interaction handling models, integration patterns, and failover patternsReview and approve high-risk production changes, ensuring rollback and recovery plans are definedDefine and validate disaster recovery, failover, and resilience strategiesMaintain accurate architecture diagrams, media flow designs, and failure-mode documentationTroubleshoot complex integrations involving Salesforce CTI, APIs, OAuth, data synchronization, and Microsoft Dynamics CRMAct as the technical liaison between Genesys vendor support, network and voice teams, CRM teams, security teams, and cloud teamsChallenge vendor or carrier conclusions when technical evidence indicates alternate root causesReview changes for risk assessment, production readiness, and operational impactProvide technical approval guidance for CAB and high-risk changesValidate platform upgrades, releases, and feature rollouts from a stability and resilience standpointEnsure operational readiness before go-live, including fallback and monitoring strategiesDrive MTTR reduction through engineering improvements and root-cause eliminationDesign or guide proactive monitoring, diagnostics, and health-check automation initiativesMentor and guide Level-2 engineers on advanced troubleshooting and architectural best practicesMaintain and evolve SOPs, operational runbooks, and architecture documentationContribute to continuous service improvement initiatives across Run Units Technologies: AIAWSCloudCRMFirewallFlowGenesysIAMSupportJSONNATNetworkOAuthRESTSalesforceSecurityArchitectDevOpsSpark More:
We are HCLTech, a $13+ billion global technology company with more than 224,000 people across 60 countries, delivering industry-leading digital, engineering, cloud, and AI services and products. We bring a startup mindset and an idea-first culture to our work, with a focus on innovation, growth, and making a positive impact. This role is for a Genesys Cloud CX – Level 3 Engineer (Senior / SME) based in London, UK, working in hybrid mode at a client location. We offer a supportive, diverse, and global team, competitive compensation and benefits including vacation and insurance coverage, and strong opportunities to upskill, take ownership, and contribute to exciting projects. We also emphasize total wellbeing and offer involvement in internal communities and councils focused on CSR, diversity, and engagement.
last updated 33 week of 2026