Genesys Cloud Engineer - Tieto Tech Consulting (m/f/d)

Employment: Full-time Experience level: Mid-Senior Level 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    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 Stay alert to recruitment scams: • Tieto only communicates via  @tieto.com  email addresses. • We never ask candidates to pay fees or share financial details during recruitment. • If you receive a suspicious message claiming to be from Tieto, don't respond — verify it via our official careers site. • For more information visit  Important Advisory Regarding Recruitment Fraud | Tieto Blog