Senior Cloud Developer

What a typical week looks like

• Design, configure, and support Genesys Cloud CX solutions across voice and digital channels, ensuring scalability, reliability, and compliance.
• Implement and maintain telephony architecture, including SIP trunking, carriers, inbound/outbound calling, DID management, and call routing.
• Design and support IVR and call flows using Architect, including error handling, business hours, failover, and transfers.
• Configure and optimize ACD routing strategies, queues, schedules, and agent skills aligned to service level and operational requirements.
• Implement and support Workforce Management (WFM) capabilities, including forecasting, scheduling, intraday management, and adherence.
• Support Workforce Engagement Management (WEM) features such as quality management, evaluations, coaching, and performance insights.
• Build and maintain integrations using Genesys Cloud APIs, webhooks, and event streams with enterprise systems (e.g., ServiceNow, CRM, IAM).
• Support identity and access management, including SSO and role-based access controls.
• Monitor platform health, voice quality, and performance; lead incident troubleshooting and root-cause analysis.
• Manage configuration changes, releases, and feature adoption across development, test, and production environments.
• Produce and maintain technical documentation, diagrams, configuration standards, and operational runbooks.
• Collaborate with delivery and operations teams to support UAT, go ‑ live readiness, and post ‑ deployment stabilization.
• Identify opportunities for automation, optimization, and standardization across CCaaS solutions.
• Ensure alignment with CCaaS delivery standards, security requirements, and government compliance obligations.
• Provide technical guidance and mentorship to administrators and support teams as required .

Organization Structure

Vice President,

Assistant Vice President,

Manager

Senior Cloud Developer

What you bring

• Diploma or degree in Computer Science, Information Technology, Telecommunications, or a related field, or an equivalent combination of education and experience.
• 5+ years of experience implementing or supporting Genesys Cloud CX or similar cloud contact centre platforms.
• Strong understanding of contact centre telephony concepts, including SIP, IVR, routing, call recording, and carrier integrations.
• Experience supporting WFM and/or WEM in a contact centre environment.
• Demonstrated experience troubleshooting complex, multi-system issues in production environments.
• Strong communication skills with the ability to collaborate across technical and non-technical stakeholders.
• Genesys Cloud certifications (e.g., GCX ‑ ENG, GCX ‑ ARC).
• Experience with ServiceNow ITSM / CSM integrations.
• Experience supporting government or public sector contact centre environments.
• Experience migrating from legacy platforms (e.g., Cisco UCCE, Avaya, on ‑ prem solutions).
• Familiarity with CI/CD, Infrastructure as Code, or configuration automation.
• Exposure to digital channels, bots, or AI ‑ enabled CX capabilities.

Knowledge, Skills and Abilities

• Strong technical knowledge of Genesys Cloud Architect, Routing, Voice, WFM, and WEM.
• Ability to design and support reliable, scalable telephony and routing solutions.
• Understanding of omnichannel contact centre operations, including voice, digital, workforce, and quality management.
• Proficiency with REST APIs, JSON, and event-driven integrations.
• Strong analytical and problem-solving skills with the ability to identify root causes and implement sustainable fixes.
• Ability to produce clear, structured technical documentation and operational runbooks.
• Strong organizational skills with the ability to manage multiple concurrent work streams.
• Ability to collaborate effectively within a matrix delivery environment and operate with shared ownership.
• Adaptability and operational discipline in a fast-paced, client-facing environment.

Other Requirements

• Must be able to obtain and maintain :
• Criminal Record Check
• Ontario Government Security Clearance (as required by client programs)
• Federal Government Security Clearance (Enhanced Reliability or Secret, depending on project requirements)
• Occasional travel may be required for client workshops or project activities.
• May require work outside standard business hours during critical delivery periods or go-live activities.

What we offer

Your work empowers us to deliver essential services for communities across Canada- and we’re proud to support you with benefits that reflect your contributions.

• Competitive market‑based salaries
• Comprehensive employer‑paid benefits starting on day one
• Competitive paid vacation
• Group Retirement Savings Plan
• Flexible hybrid and remote work options within Canada
• Employee appreciation programs and events

Additional Application Information

We will be accepting applications until the position is filled.
Only candidates selected for an interview will be contacted.

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.

Minimum Salary
$94,139.00

Maximum Salary
$110,334.00