Responsibilities

• Design, configure, and maintain the Genesys Cloud CX platform, ensuring robust integration and seamless deployment within a cloud environment.
• Configure and manage Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) systems to optimize customer interactions and contact center efficiency.
• Build, review, and manage interactive flows using Genesys “Designer,” ensuring optimal routing and flow design.
• Support the migration of call and routing flows from legacy Genesys Engage to Genesys Cloud CX (desired but not mandatory).
• Assist with the configuration and optimization of Genesys Workforce Management and Workforce Optimization tools to improve contact center operations (a plus).
• Work closely with cross-functional teams, including IT, Call Center Operations, management, and external vendors to ensure the seamless functionality and scalability of the Genesys contact center system.
• While not required, experience with conversational and generative AI technologies is considered a plus.
• Produce clear documentation of system configurations, integrations, and workflows. Communicate technical concepts effectively to both technical and non-technical stakeholders.
• Utilize visual diagram tools like Visio or LucidChart to document and map out system architectures and workflows.

Qualifications

• 6-8 years of experience with Genesys platforms, particularly in IVR/ACD configuration and cloud-based solutions.
• Strong expertise in building and managing interactive flows using Genesys “Designer.”
• Experience migrating from legacy Genesys Engage to Genesys Cloud CX is a plus.
• Familiarity with Genesys Workforce Management (WFM) and Workforce Optimization (WFO) tools is an advantage.
• Strong collaboration skills, working with IT teams, Call Center Operations, management, and external vendors.
• Excellent communication skills and experience with technical documentation.
• Experience in financial, banking, or investment industries is highly preferred.
• Proficiency with visual diagram tools like Visio, LucidChart, etc.

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