System Engineer – Genesys
About the role
IST Networks is a Teleperformance company and CX Technology Systems Integrator, delivering enterprise Genesys Cloud CX environments across EMEA. As a System Engineer – Genesys, you will support and maintain the Genesys Cloud CX platform and the underlying infrastructure it runs on for enterprise clients — keeping routing, IVR, and integrations stable, secure, and performing, and acting as a key technical point of contact for day-to-day platform operations.
What you will do
- Configure, administer, and maintain Genesys Cloud CX components — routing, IVR/Architect flows, queues, and integrations
- Provide L2/L3 support for Genesys Cloud CX environments, including incident handling and production troubleshooting
- Manage and monitor the infrastructure supporting Genesys deployments — servers, networking, connectivity, and telephony/SIP trunking
- Troubleshoot voice quality, routing, and integration issues across telephony and cloud infrastructure
- Support integrations between Genesys Cloud CX and third-party systems — CRMs, WFM, and enterprise APIs
- Perform platform upgrades, patches, and configuration changes, and validate changes before promoting to production
- Maintain technical documentation — configurations, as-built records, and standard operating procedures
- Engage with Genesys support on escalations, and gather requirements from clients to translate into configuration changes
- Monitor system health and performance proactively, and support disaster-recovery and business-continuity processes
- Communicate directly with client technical stakeholders in English and French on platform status and escalations
What we are looking for
- 2–5 years of experience with Genesys Cloud CX or a similar CCaaS/contact-centre platform, ideally in a systems or delivery engineering role
- Fluent English and French required for client-facing technical communication
- Genesys Cloud CX certification (Developer or Operations track) is a strong plus
- Working knowledge of Genesys Architect flows, routing design, and IVR configuration
- Solid understanding of SIP/VoIP, telephony infrastructure, and networking fundamentals
- Experience with server administration, virtualization, and hybrid on-prem/cloud environments (AWS or Azure)
- Familiarity with REST APIs and integrations between Genesys and third-party systems
- Strong troubleshooting skills and an ownership mindset, comfortable working under production support pressure
- Bachelor's degree in Computer Engineering, Computer Science, or equivalent
Why this role is different
You will work across both the Genesys Cloud CX platform and the infrastructure underneath it, rather than being siloed into either pure platform administration or pure networking.
The team
You will sit within IST's Engineering team, working closely with Delivery, Network, and Integration colleagues, and supporting Genesys environments for clients across Morocco.