Senior DevOps Enginer - Genesys Cloud Platform & AWS

Important Information

Location: Costa Rica residents (remote)

Job Summary

As a Senior DevOps Engineer (18250), you will play a key role in designing, implementing, and supporting cloud-based contact center solutions using Genesys Cloud Platform and AWS. You will collaborate with cross-functional teams to ensure high availability, scalability, and performance of communication systems in a dynamic and regulated environment.

Responsibilities and Duties

• Design, configure, implement, and support Genesys Cloud Platform solutions.
• Architect and manage CCaaS (Contact Center as a Service) environments.
• Configure and troubleshoot PBX, IVR, CTI, and Dialer systems.
• Support omnichannel communication platforms (voice, chat, email, social media).
• Manage VoIP/SIP endpoints and Session Border Controllers (SBC).
• Integrate and support call recording systems.
• Configure and optimize outbound dialing campaigns.
• Build conversational flows using Genesys Cloud Architect.
• Work with Genesys Cloud AppFoundry, SuccessKPI, or similar tools.
• Utilize Workforce Management (WFM) tools and routing/queue strategies.

Qualifications and Skills

• Minimum 5 years of experience in contact center environments with Genesys Cloud.
• Proven ability to design and implement scalable telephony solutions.
• Experience coordinating with vendors and cross-functional teams.
• Active Genesys Cloud certification (highly valued).
• Certifications in Avaya Cloud Office or similar (a plus).
• Strong English communication skills (oral and written). Fluent in Spanish.
• Ability to work independently and manage priorities under pressure.
• Strong interpersonal skills for stakeholder engagement and multicultural collaboration.

Additional Requirements - Plus:

• Apply advanced DevOps practices in telephony and contact center environments.
• Automate deployment and configuration processes (scripting preferred).
• Manage cloud infrastructure, preferably in AWS.
• Monitor and troubleshoot complex telephony systems.
• Handle incident and problem management in enterprise environments.

About Encora

Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others. 

At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.