Genesys Casual

In my case, it all started with someone from my college group. We used to exchange ideas and discuss topics from our classes, and one day that person recommended me for a job at a company that works with Genesys.

I'm still here today, and the funniest part is that the person who referred me is now my manager! 😄

I'd love to hear your story. How did your Genesys journey begin?

Around 15 years ago I think.

First job in the field, as an intern while on college.

Back then it was Genesys Engage, and for the first few months all I did was read some gigantic manuals (They had like 500+ printed pages) to learn everything about how to install and setup each component... Good times haha

Wow, that's awesome! 😄 Starting out by diving into 500+ page manuals sounds like quite the initiation. I guess it gave you a really solid foundation, though.

It's amazing how much things have changed since the Genesys Engage days.

Thanks for sharing, that's a great story!

Sounds like you owe her a big "thank you"! 🤣

I think she already hears that thank you, maybe not in words, but she knows. I hope so, at least.

I hope so, too ☺️

My Genesys journey started with a simple question: How can we improve the customer journey after hours? At the time (2025), there wasn’t an after-hours callback option, so we set out to build one using Genesys Cloud.

That project sparked my interest in Architect, automation, integrations, and AI. Looking back, I never imagined one customer journey challenge would lead to such a rewarding learning experience.

There is still so much to learn, and that’s one of the things I enjoy most about working with Genesys. I’m learning something new every day. The Genesys Community has also been a big part of that journey. 😊

That's an inspiring journey! 😊

It's incredible how one challenge turned into a passion.

And I completely agree, the continuous learning is one of the best parts of working with Genesys.

Thanks for sharing!

Thank you Camila! 😊 I completely agree. The technology keeps evolving, which means we're all continuously learning. That's one of the reasons I enjoy being part of this community.

There's always something new to learn, and being part of a community where people share their knowledge and experiences makes the journey even more enjoyable. It's great to connect with people who are just as passionate about learning and evolving! 🚀

I was responsible for a team of AVAYA and NICE specialists, but I recognized that the future was moving toward cloud solutions. That's when I discovered GENESYS CLOUD and embraced the challenge of building a dedicated team of Genesys Cloud experts.

I started this journey in 2020. Today, our team has grown to more than 60 specialists, earned over 230 Genesys badges, developed dozens of full Genesys Cloud experts, and achieved more than six Maestro certifications-making us pioneers in Latin America.

I truly believe that knowledge sharing is one of the most powerful drivers of growth. Every conversation, every experience, and every challenge is an opportunity to learn, evolve, and inspire others to do the same.

🤗

That's an incredible journey! It's inspiring to see how you recognized the shift toward cloud solutions early on and turned it into an opportunity to build and grow such a strong team. More than 60 specialists and 230+ Genesys badges is an amazing achievement! 👏

Started 9 years ago when I first Joined Genesys to provide technical support for Genesys Pureconnect :) 

That's quite a journey! 😊 Nine years is a long time, and it's amazing to see how much the technology and your career have evolved since those PureConnect days. It must be rewarding to look back and see how far you've come. 

HI Camila, 

In my case, it started with a client asking me for support on the platform, and since I didn't know how to use it, I had to ask him to teach me, and that sparked my curiosity to learn and prepare myself.

That's actually a really cool way to get started! Sometimes, having to figure something out on the spot is what sparks the curiosity to really learn it. It's nice that you turned that situation into an opportunity to prepare yourself and grow. 😊

My journey with Genesys started almost eight years ago, and looking back, it has been an incredible technology journey filled with learning, challenges, innovation, and continuous evolution.

I first heard the name Genesys from one of my VoIP customers. At the time, they needed help integrating their SBC with the Genesys SIP Server. What initially seemed like a simple integration request quickly turned into something much more interesting.

Curiosity led me to explore the Genesys contact center platform, and I was fascinated by its architecture, capabilities, and the way different technologies came together to create a powerful customer experience platform.

That was the beginning of my journey into the Genesys ecosystem.

From there, I had the opportunity to experience the evolution of the platform across different generations:

PureEngage → PureConnect → PureCloud → Genesys Cloud CX

Each stage brought something new - new technologies, new architectures, new capabilities, and new ways of thinking about customer experience.

What makes this journey particularly exciting for me is seeing how contact center technology has evolved over the years. We have moved from traditional on-premises architectures and complex telephony integrations toward highly scalable, cloud-native platforms that bring together voice, digital channels, AI, automation, analytics, workforce engagement, and customer experience in one ecosystem.

And today, Genesys Cloud CX represents an incredible evolution of that journey.

What started for me as a question around SBC and SIP integration has grown into a much broader passion for understanding how technology can transform the way organizations interact with their customers.

Eight years later, I am still learning, still exploring, and still amazed by how quickly this technology continues to evolve.

The most exciting part of working in technology is that the journey never really ends. There is always something new to learn, something new to explore, and another technology breakthrough around the corner.

Looking back, I'm grateful that a simple customer request involving an SBC and Genesys SIP Server introduced me to an ecosystem that has become such an important part of my professional journey.

From SIP to cloud. From contact centers to customer experience. From integration to innovation.

And the journey continues… 🚀

What an incredible journey!

It's amazing how one simple customer request can open the door to so much learning and growth.

Here's to many more years of innovation and discovery! 🚀

Hi Camila,

My journey with Genesys started out as frenemies. I worked on large scale Avaya deployments often integrating Engage with DLG or C-LAN TSAPI for APIs. This was when for telephony, Engage had to have a system underneath, most commonly Avaya or Cisco.

Around 2016 I started looking at PureCloud to solve some challenges with other technology at the time, mainly Mitel. I then went all in with a job move in 2018 and haven't looked back. At the time there were two things that impressed me most. A single application for everything that looked the same and a drag and drop flow designer that actually worked.

For me the most interesting part and many who know me may not be aware, probably because I'm old now, is that I started in software and order management database design before I moved into "telecoms." Now that the telephony side of things is so much easier to manage than before I'm basically back where I started but with a few scars from the tech changes along the way.

That's such an interesting journey!

And you're actually the second person here to mention starting out with Avaya, there's definitely a pattern emerging! 😄

Thanks for sharing your story!

That's an incredible journey! 

I already had a background in IT, studying Information Systems, but my journey with Genesys Cloud really kicked off when two friends referred me for an opportunity. It's been an awesome ride so far.

Another person in this thread who should be grateful to friends for bringing them into the Genesys world 😄

Glad to hear you've been enjoying the ride so far! 😊

What an amazing story! It's so cool to see how college connections can completely change our path (and what a fun plot twist that the person who referred you is now your manager! 😄).

My Genesys journey started a bit differently: I actually joined my current company as an intern! Right from the start, they've provided me with incredible support, offering constant training, learning opportunities, and hands-on experience every day. It's been an awesome journey of growth and learning so far! 🚀

That's such a great way to start a career!

It's amazing how the right support and opportunities can shape our journey.

Wishing you lots more growth and learning ahead! 🚀😊

My Genesys Cloud journey started at Coddera, through an opportunity to explore innovation and step into a completely new technology for me. Three months in, I'm still learning, exploring, and enjoying the journey - and there's definitely a lot more to discover! 🚀

That's awesome! 🚀

It's great to see how much you're enjoying the journey.

Wishing you lots of learning, discovery, and exciting challenges ahead! 🙌

What a great journey! 🙌

Sometimes the unexpected opportunities lead us to the best paths.

Six years later, it's amazing to see how far that first step into Genesys has taken you! 🚀

My journey has only just begun. I'm still finding my feet in the vast world of Genesys. Three months ago, I was recruited as an intern for Genesys support – I'd never even heard of Genesys before, hahaha.

Today, after a lot of hard work, I've managed to pass the Professional exam, and now I really do feel ready to continue on this journey, which I hope will be a long one ❤️.

What an amazing start! ❤️

Congrats on passing the Professional exam! 🚀

Wishing you an incredible and long journey ahead with Genesys. Keep learning, growing, and enjoying every step! 🙌

That's an awesome story! It's incredible how those college connections can turn into long-term career paths!😄

For me, my journey started just 4 months ago when I joined my current company as an intern. It was my first time working with Genesys Cloud, and I've been really impressed by how vast the platform is. There's a huge amount of content to dive into, and I'm really enjoying learning something new every day! 

That's a fantastic start! 🚀

Four months in and already enjoying the journey, there's so much to discover in Genesys Cloud.

Wishing you lots of learning and exciting challenges ahead! 🙌

Great Journey 

☺️

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Luiz Henrique Santana Arrais Soares
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It seems like we're hearing a lot of stories where a friend's recommendation was the starting point for a Genesys journey! 😊

It's amazing how one unexpected opportunity can completely change your career path. 🚀

My journey started on the CX strategy side. I was working at another consulting company, helping clients design better customer service models.

During those projects, I noticed that many companies with great customer experience were using Genesys. That made me curious about the platform and how it helped them deliver better service.

So I started learning more about Genesys, and little by little it became a big part of my career. That's how my Genesys journey started!

That's such an interesting journey!

It's amazing how your work on the CX strategy side naturally led you to Genesys.

I love how curiosity about what was behind those great customer experiences turned into such an important part of your career.

Thanks for sharing your story! 😊