Senior Genesys Systems Engineer

Forward Financing is a financial technology company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is investing in its employees, technology, and customer experience – with long-term success in mind every step of the way.

As Senior Genesys Systems Engineer, you will shape the future of our contact center platform by leveraging your deep technical expertise as our primary subject matter expert and administrator. You will collaborate closely with cross-functional stakeholders and Salesforce colleagues to translate business requirements into robust integrations and scalable routing solutions across voice, SMS, and email. You will be the point person to maintain system health, troubleshoot advanced technical issues, and ensure a seamless, optimized experience for both our customers and agents.

In this role you will:

• Act as a shared owner of the Genesys contact center platform, while functioning as the primary subject matter expert and system administrator.

• Leverage your deep understanding of the Genesys platform to configure, manage, and continuously optimize contact center routing, IVR, and omnichannel workflows.

• Navigate, manage, and optimize our complicated omnichannel setup that comprehensively integrates SMS, Voice, and Email communications.

• Become an expert in our Genesys flow logic

• Design and implement innovative, scalable solutions to complex business and technical problems to enhance the customer and agent experience.

• Collaborate closely with cross-functional business stakeholders, gathering requirements and translate them into robust technical designs within the Genesys ecosystem.

• Troubleshoot advanced platform issues, manage complex incidents, and ensure the long-term health and stability of the system.

• Monitor system performance, capacity, and lead integrations with our internal CRM and other third-party tools.

• Work with colleagues in Salesforce to co-develop features.

Why you should apply:

• Impactful Ownership: You will have the autonomy to act as an owner and shape the future of a critical platform that directly impacts our core business operations.

• Mission driven company: Forward is a trusted source of fast, flexible funding for small businesses that have often been underserved by traditional financing options. When you join the team, you will help ensure all small businesses have access to the financial support they need to succeed.

• Flexibility is a top priority: Our employees are empowered to choose where they want to work (whether that’s from home, in the office, or a combination of both) with flexible hours.

Role Requirements:

• 5+ years of extensive experience as a Genesys Administrator, Engineer, or Architect (Genesys Cloud CX experience highly preferred).

• Deep technical expertise in the Genesys platform, including:

  • architecting solutions, advanced routing, API integrations, omnichannel capabilities

  • Digital campaign management: Creating and maintaining many complex automated multi-channel, multi-touchpoint SMS and email journeys. This needs to include complex if/then logic to initiate, pause and cancel cadences based on CRM field values. And needs to coordinate with marketing to avoid overlap.

  • Autodialer campaign management: Creating, recycling, and filtering many campaigns simultaneously

  • Using Predictive Engagement features in Genesys to trigger outreach

• Advanced understanding of telecom concepts, WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing

• Proven track record working with Genesys Support, telecom carriers, and 3rd-party vendors to resolve major incidents (P1s/P2s) under strict SLAs

• Strong knowledge of Salesforce, specifically including Salesforce Omnichannel and Salesforce Voice, with a proven track record of integrating these systems with Genesys.

• Proven experience managing and troubleshooting a complicated omnichannel environment that encompasses SMS, Voice, and Email.

• Demonstrated ability working directly with business stakeholders to gather requirements and design technical solutions to solve complex operational challenges.

• Strong problem-solving skills and the ability to think critically when resolving complex platform issues.

• Excellent written and verbal communication abilities, with a knack for translating technical jargon for non-technical stakeholders.

Compensation:

Annual Salary: $124,000 - $156,000 CAD
Annual Bonus: You have the potential to earn an additional 10% annual bonus.

At Forward Financing, we're committed to fair and transparent compensation. We believe in providing a compensation package that recognizes your skills, experience, and the unique value you bring to our team. We take a market-based approach to pay, regularly reviewing benchmark data to ensure our compensation remains competitive, equitable, and aligned with our performance-driven culture.

Final offers are determined by a variety of factors, including the candidate's qualifications, relevant experience, specific skills, and internal equity. This approach ensures that our compensation is competitive and equitable. Your recruiter will provide specific details on the expected base and variable earnings as it pertains to this specific role. This position is to fill an existing vacancy.

Total Rewards:

Additionally, we offer a comprehensive total rewards package, including but not limited to: medical, dental, vision, a flexible time-off policy, paid parental leave, RRSP match, wellness reimbursement, volunteering days, annual professional development budget, and charitable donation match.

Forward is proud to be a remote-first company, keeping workplace flexibility a top priority for our employees. As a business, we are focused on impact; we are more concerned with your contributions to the success of the company than where you get your work done. To help facilitate in-person collaboration, employees are welcome to work from one of our premiere office locations.

When we aren’t collaborating to drive business and support our customers, we’re finding virtual and in-person ways to get to know our colleagues, celebrate team wins, and have fun together!

Our Culture: The Forward Compass

The Forward Compass is the standard we hold for ourselves and one another—guiding how we lead, collaborate, and show up every day to move in the same direction.

• Back the Builders: We are wired to fuel customer progress, not just provide support.

• Rooted in People: We create an environment that balances deep connection with the extreme ownership and honesty required to reach our highest potential.

• Flying V: We move through coordinated effort with speed and urgency to achieve what no individual could do alone.

• Always Forward, Never Finished: We pursue growth with a relentless drive that keeps us ahead of the competition.

About Us:

Forward Financing is a fintech company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Whether facing challenges accessing traditional financing or simply needing a convenient, flexible solution, Forward is committed to funding more of the millions of small businesses nationwide. By simplifying the requirements, streamlining the process, and using advanced proprietary technology, Forward is often able to deliver approvals within hours and funds that same day – giving more businesses the financial opportunity they need to thrive. Plus, with their dedicated teams and award-winning service, customers get personalized support when they need it most.

Since 2012, Forward has expanded access to capital by providing over $4.8 billion in funding to more than 92,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.7 stars rating on Trustpilot.com. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is dedicated to empowering both its team and the customers they serve, helping them succeed and thrive.

Equal Opportunity Employment Information

It is the policy of Forward Financing to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. We welcome and encourage applications from people with disabilities. Please let us know should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, we use AI tools to assist with candidate screening and assessment.