Key Responsibilities

• Solution Design: Architect Genesys Cloud contact center solutions, ensuring they meet business needs.
• Implementation & Integration: Lead deployments and integrations with CRM, ACD, IVR, and third-party systems.
• Client Engagement: Gather requirements, provide advisory, and ensure solutions align with business goals.
• Technical Leadership: Guide teams, mentor junior engineers, and stay updated on industry trends.
• Optimization: Analyze system performance, resolve issues, and continuously improve solutions.
• Documentation & Training: Create technical documentation and train internal teams and clients.
• Compliance & Security: Ensure solutions meet regulatory requirements and implement security best practices.

Qualifications

• Experience: 8+ years working with Genesys Cloud or similar contact center solutions.
• Technical Skills: Proficient in Genesys Cloud, cloud technologies (AWS, Azure), APIs, and integrations.
• Certifications: Genesys Cloud Certified Professional preferred; AWS/Azure/Google Cloud certifications are a plus.
• Soft Skills: Strong problem-solving, communication, and project management abilities.
• Experience with multichannel engagement and WFM integrations.
• Knowledge of customer journey mapping.

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