About the Role
This role involves gathering and interpreting business requirements, configuring Genesys Cloud CX solutions, and working closely with technical and functional teams to deliver effective customer experience platforms.
Responsibilities
- Analyze business needs and translate them into functional specifications for contact center systems
- Collaborate with stakeholders to define requirements for Genesys Cloud CX implementations
- Configure and customize Genesys Cloud workflows, routing, and reporting features
- Support end-to-end implementation of customer experience solutions
- Validate system functionality through testing and user acceptance processes
- Document technical and business processes for Genesys deployments
- Work with development and operations teams to integrate contact center platforms
- Identify opportunities to improve customer journey and service efficiency
- Assist in troubleshooting and resolving system issues post-deployment
- Provide subject matter expertise during solution design and configuration phases
- Ensure compliance with project timelines and deliverables
- Facilitate training and knowledge transfer to client teams
- Manage change requests and requirement updates throughout project lifecycle
- Coordinate with third-party vendors and internal teams for system integration
- Prepare reports and dashboards to track performance metrics
- Evaluate new features and enhancements in Genesys Cloud
- Support migration from legacy systems to Genesys Cloud environment
- Maintain up-to-date knowledge of contact center technologies and trends
- Assist in defining best practices for CX solution deployment
- Participate in agile ceremonies and project planning sessions
- Ensure data accuracy and integrity in contact center configurations
- Contribute to pre-sales activities with technical demonstrations
- Assist in creating proposals and statements of work
- Monitor solution performance and recommend optimizations
- Act as a liaison between business users and technical teams
Compensation
Competitive salary based on experience and qualifications
Work Arrangement
Hybrid work model with flexibility for remote and office presence
Team
Part of a global delivery team focused on customer experience solutions
Preferred Qualifications
- Genesys Cloud certification
- Experience with API integrations in cloud environments
- Background in telecommunications infrastructure
Project Focus
- Implementation of Genesys Cloud contact center solutions
- Migration from legacy platforms to cloud-based systems
- Customization of routing, reporting, and agent desktop features
Not available for this position
