Responsibilities
- Lead, coach, and develop a high-performing Genesys Cloud team by fostering accountability, collaboration, continuous learning, and professional growth.
- Manage day-to-day team operations, including workload distribution, resource planning, performance management, and technical capability development.
- Own the successful delivery of Genesys Cloud implementation, migration, managed services, and support engagements, ensuring projects are delivered on time, within scope, budget, and quality expectations.
- Monitor project health, operational KPIs, SLAs, customer commitments, resource utilization, risks, and dependencies, providing regular management and customer reports.
- Drive operational excellence through process standardization, automation, continuous improvement, and adherence to ITIL processes, governance, security policies, and organizational standards.
- Build and maintain strong relationships with customers, partners, vendors, and internal stakeholders while leading governance meetings, project reviews, and executive communications.
- Serve as the primary escalation point for complex technical and operational issues, ensuring timely resolution and high levels of customer satisfaction.
- Act as the technical authority for Genesys Cloud and Contact Center solutions by reviewing solution architectures, implementation strategies, technical documentation, MOPs, and best practices.
- Provide expert guidance for complex deployments, integrations, migrations, troubleshooting, and enterprise solution design across Genesys Cloud technologies.
- Identify, analyze, and resolve complex business communication and Contact Center platform issues while driving proactive capacity planning and solution optimization.
- Support business growth by developing technical proposals, Statements of Work (SOWs), solution designs, effort estimations, and implementation strategies based on customer requirements.
- Design, implement, and support enterprise telephony solutions, including Private/Public SIP Trunks, carrier integrations, third-party ACDs, and multi-region Genesys Cloud deployments utilizing Global Media Fabric.
- Ensure Contact Center platforms are designed and maintained in compliance with PCI DSS, HIPAA, FedRAMP, and other applicable security and regulatory standards.
- Provide technical leadership for enterprise integrations involving REST APIs, HTTP/JSON, Active Directory, CRM, ERP, third-party applications, IVRs, Agent Scripts, and software architecture.
- Develop customer test plans, User Acceptance Test (UAT) plans, and implementation documentation to support successful project delivery.
- Coordinate with telecom carriers, vendors, and third-party partners to maintain service availability, SLA compliance, and operational continuity.
- Apply strong networking and telecommunications expertise, including TCP/IP, SIP, WAN, and telecom infrastructure, to support scalable and resilient Contact Center solutions.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Telecommunications, or related field.
- 10+ years of Contact Center and Telecom industry experience.
- Minimum 5 years of experience leading technical teams in a customer-facing environment.
- Extensive experience delivering enterprise Contact Center solutions.
- Proven experience managing implementation and managed service teams.
- Profound knowledge on Genesys Solutions with Administration or Implementation experience in Telephony, Contact Center, Integrations, Reporting, Text & Speech Analytics, Quality Management (Call Recording), Call Routing, Performance Management, Email, Chat, SMS, Social, Co-Browse, Workforce Engagement & Management, Interactive Voice response, Voice & Digital Bots, and AppFoundry Partners.
- Must have insightful understanding on all Genesys products with multiple used cases for multiple industries.
Nice to Have
- Masters in CS, Telecoms is plus.
- Any Genesys Cloud Certification is plus.
- Any other Contact Center Technology Solutions knowledge or certification is plus.
