Junior Genesys Engineer
Smash CR
Junior Genesys Engineer
Smash CR
Costa Rica-based engineers for US companies
We are agents for tech professionals in Costa Rica and Colombia that help them build careers in the United States.
We believe in long-lasting relationships with our talent. We invest time getting to know them and understanding what they seek as their professional next step.
We aim to find the perfect match. As agents, we pair our talent with our US clients, not only by their technical skills but as a cultural fit. Our core competency is to find the right talent fast.
We purposefully move away from the “contractor” or “outsourcing” type of relationship. Our clients don’t want contractors or “just a service.” Neither does our talent.
Wellness Coverage
Remote Work
Birthday day off
Recognition and rewards system
Referrals Program
Business skill coaching
English classes for Smashers and relatives
Learning opportunities
This position is fully remote and open to candidates based in LATAM only. Applicants must have citizenship or a valid work permit in Costa Rica, Colombia, or Argentina.
We are looking for a Junior Genesys Engineer to support the implementation, configuration, and ongoing administration of cloud-based contact center solutions, primarily using Genesys Cloud CX.
This role is ideal for an early-career engineer with foundational experience in contact center technologies, cloud communications, technical support, or related platforms who is interested in developing deeper expertise in CCaaS solutions.
You will work alongside experienced engineers, architects, Project Managers, and customer teams to configure, test, troubleshoot, and document Genesys Cloud CX solutions.
Support the implementation and configuration of Genesys Cloud CX solutions based on approved technical designs and customer requirements.
Assist with configuration of users, queues, skills, routing, Architect flows, schedules, business hours, permissions, and other contact center components.
Support contact center user onboarding, configuration changes, migrations, testing, and production deployments.
Assist with the development and execution of functional, routing, and User Acceptance Testing (UAT) scenarios.
Troubleshoot basic issues related to call routing, queues, user configuration, permissions, endpoints, and platform administration.
Support integrations involving APIs, CRM platforms, identity management, reporting, and other enterprise applications.
Participate in customer discovery and technical meetings alongside senior engineers and Project Managers.
Maintain accurate configuration records, test results, issue logs, runbooks, and technical documentation.
Assist with post-launch support and production stabilization.
Escalate complex technical issues with clear documentation and diagnostic information.
Develop technical knowledge of Genesys Cloud CX capabilities, integrations, and contact center best practices.
1+ year of experience in technical support, telecommunications, contact center technologies, UCaaS/CCaaS, networking, or a related technical role.
Foundational or hands-on experience with Genesys Cloud CX or another enterprise contact center platform.
Understanding of basic contact center concepts, including:
Queues
Routing
IVR / interaction flows
Business hours and schedules
Users and skills
Reporting
Basic understanding of cloud telephony and call-routing concepts.
Familiarity with troubleshooting technical issues in cloud-based environments.
Experience supporting testing, deployments, migrations, or production environments.
Ability to follow technical designs, implementation procedures, and documented processes.
Strong analytical and troubleshooting skills.
Good technical documentation and organizational skills.
Ability and willingness to learn new technologies in a fast-paced technical environment.
Strong communication skills and ability to collaborate with technical teams and customers.
Hands-on experience with Genesys Cloud CX administration.
Experience with Genesys Architect.
Familiarity with Genesys Cloud APIs, integrations, or webhooks.
Experience with CRM integrations.
Basic knowledge of SIP, VoIP, PSTN, or network troubleshooting.
Experience with contact center reporting, recording, or analytics.
Genesys Cloud certifications or technical training.
Exposure to other CCaaS or UCaaS platforms such as Zoom, Cisco, Five9, NICE, or similar technologies.
English B2+
Spanish C1
Smash CR connects US companies with Costa Rican software engineers as full-time employees, not contractors. The company sources and places Costa Rican developers who fit into the hiring company’s culture and work environment, creating a single, cross-border community from two countries that supports mutual growth. Its product works by handling recruitment, onboarding, and ongoing employment for Costa Rican engineers so they can work remotely or nearshore as part of the US company's team, ensuring seamless integration and long-term collaboration. Unlike firms that rely on contractors or outsourcing, Smash CR emphasizes full-time employment, cultural alignment, and shared career paths across borders. The goal is to help US companies build rockstar developer teams in Costa Rica while expanding economic opportunities for Costa Rican professionals, achieving more together than either side could alone.
Explore more opportunities at Smash CR