Genesys Cloud CX Specialist

Genesys Cloud CX Specialist

Are you ready to elevate your IT career to new heights? Epiroc, a global leader in innovation within mining, infrastructure, and sustainability, is looking for a skilled and driven Genesys Cloud CX Specialist to join our global IT organization.

About Epiroc

Epiroc is a global leader in providing innovative solutions to the mining, infrastructure, and natural resources industries. We are driven by innovation, commitment, and collaboration, ensuring our customers' success through a deep understanding of their needs. Become a part of our dynamic team and contribute to being the first choice for our valued customers.

Your mission

As our Genesys Cloud CX Specialist, you will take the lead in designing, implementing, and optimizing our cloud-based contact center infrastructure. Your work will be essential in ensuring seamless customer interactions across voice, digital, and AI-powered channels.

You will play a hands-on role in:

• Designing and deploying advanced contact center solutions
• Improving Business Calling Intelligence through change initiatives and project participation
• Enhancing processes and integrations to support a scalable, future-proof customer interaction landscape

This is a tactical and technically focused role, aligned with The Epiroc Way, Epiroc IT strategy, and our security policies.

Your profile

We believe you have:

• A Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience
• 5+ years of experience in contact center technologies, including 3+ years specifically with Genesys Cloud CX
• Strong background in designing, configuring, and deploying complex contact center solutions
• Hands-on experience with:
• Genesys Architect (call flows, IVR, digital bots)
• ACD, WEM, outbound dialing, omnichannel routing
• CRM integration e.g. Salesforce and Jira
• REST APIs, JSON, integration patterns, webhooks
• Telephony protocols (SIP, RTP), SBCs, VoIP infrastructure

We are looking for someone who combines deep technical expertise with a passion for improving customer experiences through technology.

Location and travel

This position can be located at one of Epiroc’s IT Hubs:

Prague (Czech Republic), Bangalore (India), or Manila (Philippines).

Life at Epiroc

By joining our team, you can expect an atmosphere of creativity, innovation, and workplace diversity. You will be a part of a group of skilled and helpful colleagues who live by our core values: Collaboration, Commitment, and Innovation. We work in a global environment with over 113 different nationalities!

In addition to the fact that we have a culture that is characterized by development combined with having a good balance between work and leisure, there are some things that makes us a little extra proud to work at Epiroc:  

• Global career opportunities
• Epiroc University, for your own competence development
• Community involvement
• Benefits package, which amongst other things include flexible working hours and bonus.

A hybrid workplace

Life at Epiroc can include the possibility for a hybrid workplace. It is a way of working that offers flexibility and participation allowing for a better balance between work and private life, which also promotes well-being. The hybrid workplace is an opportunity if work allows, based on your role, responsibilities, and individual conditions.

Application and contact information

Please send your application by creating an account in our recruitment system as soon as possible but no later than 10/12/2025. We review applications on a rolling basis. Please note that due to regulations, we cannot handle applications received through email.

For questions about the position please contact hiring manager: Driss Hadi, Manager IT - Business Calling Intelligence, driss.hadi@epiroc.com

For questions about the recruitment process or application please contact: Nina Fazeli at nina.fazeli@external.epiroc.com

We have already made our choices regarding advertising channels and consulting providers, and kindly request not to be contacted regarding such inquiries.