Genesys Cloud CX Engineer (with CRM experience)

Job DescriptionThe Genesys Cloud CX Integration Engineer will be responsible for designing, implementing, and maintaining integrations between Genesys Cloud CX and external enterprise systems, CRM integrations (Salesforce, Microsoft Dynamics 365, etc). This role combines hands-on technical expertise with solution design capabilities - ensuring seamless data exchange, stability, and performance across multiple customer environments. The ideal candidate is a technically skilled engineer who understands both the Genesys Cloud ecosystem and the broader customer engagement architecture.Responsibilities:Design and implement integration flows between Genesys Cloud CX and CRMs (Salesforce, MS Dynamics 365, etc), as well as other third-party systems.Configure and optimize CRM integrations, including data synchronization, campaign automation, and API-based event handling.Develop and maintain middleware components (APIs, web services, data connectors) required for integration.Ensure scalability, reliability, and security of data exchange between systems.Collaborate closely with Functional Analysts and Business Analysts to validate integration requirements and architecture alignment.Conduct end-to-end integration testing, troubleshoot complex issues, and perform performance tuning.Document integration logic, dependencies, and maintenance procedures.Stay updated on new Genesys Cloud CX features, API enhancements, and CRM integration capabilities.QualificationsProven experience integrating Genesys Cloud CX with Salesforce, Microsoft Dynamics 365 or other CRMs.Solid understanding of Outbound CRM campaigns, data flows, and customer engagement automation.Strong experience with REST APIs, JSON, OAuth, and webhooks.Proficiency with Genesys Cloud CX APIs (Architect, Contact, Conversation, Routing, Analytics).Hands-on experience with middleware/integration tools (e.g., MuleSoft, Azure Logic Apps, or custom API layers).Strong troubleshooting and debugging skills in distributed systems.Familiarity with contact center data models and event-driven architectures.Ability to document integration processes clearly and collaborate across business and technical teams.Experience with AWS or Azure cloud environments, CI/CD pipelines, and scripting (Python, PowerShell, or Node.js) will be a plus.