As the Principal Genesys Cloud Professional Services Consultant, you will drive the end-to-end delivery of advanced, multi-channel contact center systems. You'll act as the technical authority for clients and internal teams, shaping solutions that align with enterprise goals and customer experience objectives.
What You'll Do
Take ownership of technical design and implementation, from initial discovery through deployment. Lead workshops to gather requirements, define solution architectures, and secure stakeholder approval on technical plans. Translate complex business challenges into robust, scalable Genesys Cloud configurations that support evolving operational needs.
Direct the setup and optimization of cloud environments, ensuring performance, reliability, and alignment with best practices. Oversee migrations, system upgrades, and new deployments, coordinating across teams to maintain continuity and quality. Serve as the primary technical liaison during escalations, working closely with internal departments and third-party partners to resolve issues efficiently.
Guide the evolution of technical architecture by introducing improvements and emerging capabilities within the Genesys ecosystem. Support readiness efforts to ensure seamless transitions from implementation to production, minimizing risk during go-live phases.
Requirements
- Proven experience in designing and deploying enterprise-level Genesys Cloud solutions
- Strong technical leadership skills with the ability to direct complex implementations
- Expertise in configuring multi-channel contact center platforms
- Ability to analyze business needs and convert them into effective technical designs
- Experience leading technical workshops and producing detailed documentation
- Familiarity with end-to-end deployment lifecycle and production transition processes
Work Environment
This role operates within the EST time zone and follows an onsite work model. You will collaborate directly with teams and clients during core business hours, ensuring real-time engagement and timely decision-making throughout project lifecycles.
