Sr System & Cloud Engineer

Job Summary This role oversees the Genesys CloudCX environment, handles outages, leads network design, supports system availability, deploys equipment, implements best practices, offers on‑call support, manages global teams, communicates incident impacts, and creates documentation. Job Description Oversee load balancers, Global Server Load Balancing (GSLB) equipment, Content Delivery Network (CDN) platforms, and troubleshoot client/server issues. Handle proactive and reactive outages, work with vendors, and take ownership of network incidents, escalations, and root cause analysis. Lead backbone network design and architecture for on‑premises and public cloud migration, and build hybrid connectivity solutions. Work with business unit leadership, product managers, and customers to develop project objectives, timelines, and feature requirements. Support network system availability, manage network capacity, and ensure compliance with Information Security standards. Deploy equipment, manage SSL certificate hosting and renewal, and build infrastructure for data centers and cloud environments. Implement and continually improve operational procedures, systems, and network engineering best practices. Offer on‑call support, monitor infrastructure and hosted services, and troubleshoot complex issues. Manage and influence global teams, provide guidance and support, and mentor team members in areas of expertise. Communicate incident impacts, risks, and mitigation plans to executives, document incident information, and create network engineering documentation and best practices. Minimum Qualifications 3+ years relevant experience and a Bachelor’s degree OR any equivalent combination of education and experience. Additional Responsibilities & Preferred Qualifications Genesys Cloud CX Professional or Specialist certification. Hands‑on experience designing, configuring, and supporting Genesys Cloud CX contact center solutions (queues, routing, Architect flows, IVR, digital channels). Experience integrating Genesys Cloud CX with CRMs and internal systems using REST APIs, webhooks, or event streams. Familiarity with Genesys Cloud CX analytics, quality, and WFM capabilities, including reporting design and data exports. Experience implementing or supporting AI features (bot flows, knowledge, agent assist, or speech/text analytics) in Genesys Cloud CX. AWS / Cloud Computing Strong understanding of core AWS services (EC2, Lambda, API Gateway, S3, CloudWatch, IAM, VPC). Experience designing and operating cloud‑native integrations between AWS services and CCaaS platforms such as Genesys Cloud CX. Familiarity with cloud security best practices (IAM roles, least privilege, encryption, network segmentation) in AWS. Experience with infrastructure‑as‑code (CloudFormation, CDK, or Terraform) to manage cloud and integration resources. Exposure to serverless and event‑driven architectures (Lambda, EventBridge, SNS/SQS) in support of contact center use cases. General Technical & Soft Skills Experience configuring and supporting contact center technologies (IVR, call routing, queues, skills, and agent desktops). Strong understanding of contact center KPIs and operations (AHT, SLA, abandon rate, occupancy) and how technology changes impact them. Ability to troubleshoot end‑to‑end call flows across telephony, network, and application layers in a live contact center environment. Experience partnering with operations, WFM, QA, and training teams to turn business requirements into workable technical solutions. Proficiency with modern integration patterns and data formats (REST, JSON, OAuth 2.0; optionally SOAP/XML for legacy). Experience troubleshooting complex, multi‑system issues across network, application, and cloud layers. Background working closely with operations and business stakeholders to translate requirements into technical designs. Strong documentation and communication skills; ability to explain technical trade‑offs to non‑technical audiences. Salary and Compensation The base pay for this role will depend on location and relevant experience. The expected range of pay is: Austin, Texas: $130,500 – $193,600 annually Scottsdale, Arizona: $123,500 – $183,700 annually Additional compensation may include an annual performance bonus, equity, or other incentive compensation, as applicable. Benefits PayPal offers a balanced hybrid work model with 3 days in the office and 2 days at your choice of a PayPal office or your home workspace. We also provide comprehensive, choice‑based programs to support personal wellbeing—physical, emotional, and financial—along with generous paid time off, healthcare coverage for you and your family, and resources to create financial security and support mental health. Equal Employment Opportunity PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at . #J-18808-Ljbffr