Genesys Cloud Engineer

Job Description

Tieto Tech Consulting (MentorMate from 2001 to 2026) provides design-led, data-centric, and AI-powered digital engineering & consulting services to enterprises worldwide. With a strong heritage of Nordic quality, local presence, and global-scale operations, we are backed by 8,500+ IT professionals. Our clients trust us for advanced data and analytics skills, top industry-specific expertise, specialized software R&D, and the capabilities of a multinational team. We are part of Tieto, a leading technology company with an annual revenue of approximately EUR 2bn.

Tieto Tech Consulting’s team in Bulgaria consists of 500+ professionals specializing in the development of tailored digital solutions in diverse industries. 

Key responsibilities 

• Design, configure, and implement Genesys Cloud CX solutions 

• Develop customer interaction flows using Genesys Architect 

• Configure and implement voice, email, chat, SMS, and messaging channels 

• Build and customize outbound campaigns 

• Develop API-based integrations between Genesys Cloud and external systems 

• Support migration projects from legacy contact center platforms to Genesys Cloud 

• Configure and implement Workforce Engagement Management (WEM) capabilities 

• Design reporting solutions and real-time monitoring dashboards 

• Integrate third-party chatbots and voicebots with Genesys Cloud 

• Contribute to AI-powered customer service solutions, including virtual agents and conversational experiences 

• Collaborate in Agile, cross-functional delivery teams 

Required experience & qualifications 

• 2+ years of hands-on experience implementing Genesys Cloud solutions 

• Experience participating in at least two Genesys Cloud implementation projects 

• Strong knowledge of Genesys Cloud CX platform configuration 

• Experience developing contact routing solutions using Architect 

• Experience implementing one or more customer interaction channels - Voice, Email, Chat, SMS, Open Messaging 

• Experience with Genesys Cloud APIs, integrations, and customizations 

• Understanding of cloud environments such as AWS and/or Microsoft Azure 

• Experience working in Agile development environments 

A significant advantage would be

• Genesys Cloud Certified Professional certification 

• Experience in financial services or banking sector projects 

• Workforce Engagement Management (WEM) implementation experience 

• Virtual Agent, chatbot, or voicebot implementation experience 

• Experience with AI Studio and Agentic Virtual Agent solutions 

• Experience integrating third-party reporting platforms 

• Testing and quality assurance skills 

• Technical background in software development, contact center development, or solution architecture 

Qualifications

Additional Information

At Tieto, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.
Diversity, equity and inclusion | Sustainability | Tieto

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