About the Role
The role involves working closely with stakeholders to define business needs, translate them into functional specifications, and support the delivery of Genesys Cloud-based contact center solutions.
Responsibilities
- Collect and document business requirements from stakeholders
- Analyze current processes and recommend improvements for customer service operations
- Collaborate with technical teams to design Genesys Cloud CX solutions
- Translate business needs into system configurations and workflows
- Support end-to-end implementation of contact center technology
- Conduct user acceptance testing and validate solution accuracy
- Facilitate communication between clients and development teams
- Identify gaps in requirements and propose practical resolutions
- Develop process flow diagrams and use case models
- Assist in data migration planning and validation
- Document system functionality and configuration decisions
- Ensure compliance with project timelines and scope
- Participate in agile ceremonies and project planning sessions
- Support training development and knowledge transfer
- Monitor post-implementation performance and user feedback
Nice to Have
- Genesys certification or hands-on configuration experience
- Exposure to cloud-based contact center deployments
- Understanding of API integrations and data flows
- Experience in regulated industries such as finance or healthcare
- Familiarity with quality assurance processes in CX projects
Compensation
Competitive market rate
Work Arrangement
Hybrid
Team
Collaborative delivery team supporting contact center solutions
Project Engagement Model
- Work on client-facing initiatives with structured delivery timelines
- Engage in discovery workshops and solution design sessions
- Participate in iterative development and feedback cycles
Growth Opportunities
- Access to professional development resources
- Opportunities to expand into adjacent technology domains
- Mentorship and peer collaboration programs
Available for qualified candidates
