Infrastructure Engineer (Voice Engineer)

Date: Jun 14, 2024

Location: LAKE FOREST, IL, US, 60045-5202

Company: Grainger Businesses

About Grainger:

Grainger is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. We achieve our purpose, We Keep the World Working®, by serving more than 4.5 million customers with a wide range of products that keep their operations running and their people safe. Grainger also delivers services and solutions, such as technical support and inventory management, to save customers time and money.

We're looking for passionate people who can move our company forward. As one of the 100 Best Companies to Work For, we have a welcoming workplace where you can build a career for yourself while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Find your way with Grainger today.

Position Details 

As a member of Grainger Contact Center Engineering team, you will be responsible for the design, implementation, and maintenance of our Genesys Cloud platform. You will work closely with cross-functional teams to ensure the seamless integration of Genesys Cloud solutions into our existing infrastructure. Your expertise in Genesys Cloud technologies will play a critical role in enhancing our contact center operations and delivering exceptional customer experiences. 

You Will: 

  • Design and implement Genesys Cloud solutions tailored to meet business requirements. 

  • Configure and customize Genesys Cloud applications to optimize performance and functionality. 

  • Integrating Genesys Cloud with existing systems and third-party applications, such as Salesforce platforms and workforce management tools. 

  • Developing and maintaining call flows, IVR scripts, and routing strategies within Genesys Cloud. 

  • Monitoring Genesys Cloud performance and troubleshooting any issues that arise. 

  • Perform hands on management of cloud infrastructure and automation tools. 

  • Mentor and train other members of the dedicated DevOps team on AWS services and collaborate with other cloud support teams that support the overall organization. 

  • Serve as a technical point of contact for all cloud services consumed by the team and communicate any new enterprise standards or best practices to be adopted by the DevOps teams. 

  • Collaborating with internal stakeholders to gather requirements and provide technical expertise. 

  • Documenting configurations, processes, and best practices related to Genesys Cloud implementation and maintenance. 

  • Keeping abreast of industry trends and advancements in Genesys Cloud technology to propose innovative solutions. 


You Have: 

  • Bachelor’s degree in computer science, Information Technology, or related field. 

  • Proven experience working with Genesys Cloud platform (PureCloud or CX Cloud), including configuration, administration, and troubleshooting. 

  • Proficiency in DevOps tools and methodologies, covering CI/CD pipelines, version control systems like GitHub Actions, automated testing, and deployment automation with Terraform. 

  • Strong understanding of contact center operations and telephony concepts. 

  • Proficiency in bot development platforms such as Genesys Dialog Engine, Google Dialog flow, or Amazon Lex. 

  • Proficiency in scripting languages like Python, PowerShell, or Bash for automation tasks related to infrastructure provisioning, configuration management, and deployment. 

  • Strong understanding of natural language processing (NLP) and natural language understanding (NLU) technologies. 

  • Familiarity with cloud computing platforms (e.g., AWS, Azure) and related services (e.g. AWS Event Bridge, Lambda, Kinesis) 

  • Strong troubleshooting skills to diagnose and resolve issues related to Genesys applications, infrastructure, and integrations. 

  • Familiarity with Salesforce Service cloud and its integration with Genesys cloud. 

  • Excellent problem-solving skills and attention to detail. 

  • Effective communication and collaboration skills to work with cross-functional teams. 

  • Genesys certifications (e.g., Genesys Cloud Certified Associate, Professional) are a plus. 

Rewards and Benefits:

With benefits starting day one, Grainger is committed to your safety, health and wellbeing. Our programs provide choice and flexibility to meet our team members' individual needs. Check out some of the rewards available to you at Grainger


  • Medical, dental, vision, and life insurance plans
  • Paid time off (PTO) and 6 company holidays per year
  • Automatic 6% 401(k) company contribution each pay period
  • Employee discounts, parental leave, 3:1 match on donations and tuition reimbursement
  • A comprehensive set of emotional, financial, physical and social wellbeing programs


DEI Statement:

Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status