The posting
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 a Genesys Systems Engineer, you will play a key role in supporting our contact center platform by applying your technical expertise. You will collaborate closely with cross-functional stakeholders and Salesforce colleagues to translate business requirements into integrations and routing solutions across voice, SMS, and email. You will assist in maintaining system health, troubleshoot technical issues, implement simple features, and ensure a seamless, optimized experience for both our customers and agents.
IN THIS ROLE YOU WILL:
- Provide support and assist in maintaining the Genesys contact center platform.
- Assist in the configuration, management, and continuous optimization of contact center routing, IVR, and omnichannel workflows.
- Help support our omnichannel setup that integrates SMS, Voice, and Email communications.
- Develop a deep understanding of our Genesys flow logic to assist with ongoing enhancements.
- Implement simple features and scalable solutions to business and technical problems to enhance the customer and agent experience.
- Collaborate with cross-functional business stakeholders, gathering requirements and assisting in translating them into technical designs.
- Troubleshoot platform issues, assist in resolving incidents, and support the long-term health and stability of the system.
- Assist in monitoring system performance, capacity, and support integrations with our internal CRM and other third-party tools.
- Work with colleagues in Salesforce to support feature co-development.
WHY YOU SHOULD APPLY:
- Impactful Support: You will have the opportunity to support and help maintain 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:
- 2-4 years of experience in a related telecom role, such as a Genesys Administrator or Engineer (Genesys Cloud CX experience preferred).
- Solid technical expertise in the Genesys platform, including routing, basic API integrations, and omnichannel capabilities.
- Familiarity with digital campaign management (SMS and email journeys) and autodialer campaign management.
- Good understanding of telecom concepts, WebRTC troubleshooting, phone provisioning, edge/trunk configuration, and carrier routing.
- Track record of working with technical support and telecom carriers to help resolve incidents (P1s/P2s).
- Knowledge of Salesforce and experience integrating it with contact center systems.
- Demonstrated ability working directly with business stakeholders to gather requirements.
- Strong problem-solving skills and the ability to think critically when resolving platform issues.
- Excellent written and verbal communication abilities.
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.
