About the Role
The role involves leading the design and deployment of contact center solutions using Genesys Cloud, providing technical guidance to development teams, and ensuring system performance, security, and integration across platforms.
Responsibilities
- Design and deploy cloud-based contact center architectures using Genesys Cloud
- Collaborate with stakeholders to understand business needs and translate them into technical solutions
- Lead integration efforts between Genesys and third-party systems
- Ensure system scalability, reliability, and security across environments
- Provide technical leadership during solution design and implementation phases
- Develop and maintain architecture blueprints and system documentation
- Support troubleshooting and resolution of complex technical issues
- Guide development teams on best practices for Genesys Cloud configuration
- Evaluate new features and upgrades within the Genesys ecosystem
- Participate in proof-of-concept initiatives and technology assessments
- Ensure compliance with enterprise security and data privacy standards
- Work closely with operations teams to support system monitoring and performance tuning
- Assist in defining service level agreements and operational support models
- Lead technical workshops and knowledge transfer sessions
- Stay current with evolving Genesys Cloud capabilities and industry trends
Nice to Have
- Direct experience with Genesys Cloud PureConnect or PureEngage
- Background in large-scale contact center transformation projects
- Knowledge of workforce management and reporting tools
- Experience with single sign-on and identity providers
- Familiarity with agile software development methodologies
Compensation
Competitive salary based on experience
Work Arrangement
Hybrid work model with flexibility
Team
Collaborative environment within a global technology delivery team
Technology Stack
- Genesys Cloud platform
- RESTful APIs and web services
- AWS infrastructure services
- SAML and OAuth for authentication
- Docker and containerized environments
Project Engagement Model
- Work as part of cross-functional delivery teams
- Engage in discovery and solution design phases
- Support implementation through deployment and go-live
- Provide post-implementation technical oversight
Available for qualified candidates
