Contact Center System Engineer (Genesys Cloud CX)📣 Job Ad

About Ejada and the Role

Ejada is looking for an experienced Contact Center System Engineer (Genesys Cloud CX) to join our team in Riyadh, Saudi Arabia. This full-time position is central to deploying, configuring, and supporting enterprise Contact Center infrastructure built on Genesys Cloud CX. The role encompasses the comprehensive management of cloud infrastructure, telephony services, integrations, security, automation, and platform performance, with a strong emphasis on 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.

Technical Operations and Support

• Automate platform provisioning, configuration, and deployment using Infrastructure as Code (IaC) tools.
• Troubleshoot complex infrastructure, networking, telephony, and integration issues while ensuring service availability.
• Support production deployments, platform upgrades, disaster recovery activities, and continuous improvement initiatives.

Collaboration and Stakeholder Engagement

The Contact Center System Engineer will actively collaborate with architects, developers, operations teams, and business stakeholders to ensure the successful delivery of reliable Contact Center solutions.

Required Experience

This position requires 5 to 10 years of experience in Contact Center system engineering, specifically with Genesys Cloud CX infrastructure deployment, configuration, and support.

Work Environment

This is a full-time role based in Riyadh, Saudi Arabia.