Senior Genesys Project / Operations Engineer

We're Hiring: Senior Genesys Project / Operations Engineer

At Essential Data & Voice (EDV), we're making significant investments in our Genesys, AI and Customer Experience practice as part of our FY27 growth strategy – and we're looking for a hands-on engineer to help us deliver on it.

This is a delivery-focused role for someone who loves building and running great Genesys solutions, not just designing them on paper. You'll own the technical delivery of Genesys Cloud projects end to end, then keep them healthy as part of our managed service – a genuinely blended remit across Projects and BAU, supporting our MSP customer base.

We're looking for someone with enough hands-on Genesys Cloud experience to work independently, combined with strong development and automation skills.

What you'll be doing

Delivering Genesys Cloud CX projects, including designing and building call, message and email flows in Architect, workflow automation, SIP and platform configuration.

Working across a blended Projects / BAU remit, supporting and optimising Genesys environments for our customers.

Building integrations and automations using REST APIs, Data Actions, scripting and Genesys developer tooling.

Integrating Genesys Cloud with third-party platforms and services.

Applying AI & Automation – bots, virtual agents and orchestration – to solve real customer problems.

Troubleshooting, root-cause analysis and continuous improvement across live customer environments.

Working alongside our delivery, service desk and customer success teams to ensure our customers realise measurable value from their solution.

What we're looking for

Demonstrated experience independently delivering Genesys Cloud CX projects end to end,



without requiring technical guidance or supervision.

Strong hands-on Genesys Cloud experience, including call, message and email flows in Architect, Data Actions, SIP trunking and third-party integrations.

Comfortable building Data Actions to integrate with third-party APIs.

Experience supporting production contact centre environments across BAU, incident and change.

Strong, well-rounded development skills, including proficiency in Python or another development language.

Experience working with REST APIs.

PowerShell experience, particularly in Windows/Azure environments.

Linux and Windows server administration experience.

A troubleshooting mindset and the ability to own problems through to resolution.

Comfortable working directly with customers across delivery and support.

MSP or managed services experience is an advantage.

Nice to have:

Familiarity with Git and version control workflows.

Experience with Terraform or similar Infrastructure-as-Code tooling.

Broader experience across cloud platforms such as Microsoft Azure and AWS.

Why EDV?

- Strategic Genesys Cloud partner investing heavily in AI and CX transformation
- A blended Projects + BAU role – build new solutions and run them
- Real hands-on ownership across delivery and operations
- Work with enterprise and mid-market customers across Australia
- Work across Genesys Cloud, APIs, development, automation and emerging AI technologies
- Help build one of Australia's leading Genesys, AI and Experience Orchestration practices

If you're passionate about Genesys Cloud, enjoy getting hands-on with Architect, APIs, integrations and automation, and want a role where you both build and run excellent CX solutions, we'd love to hear from you.

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📌 Senior Genesys Project / Operations Engineer (New South Wales)
🏢 Essential Data + Voice
📍 New South Wales