About the Role:
We're looking for a Genesys Platform Subject Matter Expert to be our technical authority on Genesys Cloud CX. You'll design optimal solutions, lead implementations, and drive innovation for our customer experience ecosystem. This hands-on role bridges business needs with technical execution to maximize our platform investment.
Key Responsibilities:
- Serve as the ultimate technical authority on Genesys Cloud CX capabilities and best practices.
- Design and implement scalable omnichannel solutions (IVR, digital, AI, routing).
- Architect integrations with CRM (Salesforce, Dynamics) and enterprise systems.
- Optimize platform performance, reliability, and cost-efficiency.
- Troubleshoot complex technical issues and perform root cause analysis.
- Develop documentation and train/administer teams on platform use.
- Mentor junior staff and advise stakeholders on platform strategy.
Required Qualifications:
- 3+ years of hands-on Genesys Cloud CX platform experience.
- Expertise in Architect, routing, scripting, APIs, and digital channels.
- Experience with Genesys AI (Bot Flows, Predictive Routing) and contact center technologies.
- Strong integration skills (REST APIs, security protocols).
- Excellent problem-solving and communication skills.
- Ability to explain technical concepts to business stakeholders.
Preferred Qualifications:
- Genesys Cloud CX Professional Certification.
- Development background (JavaScript, Python).
- Experience in regulated industries (finance, telecom, healthcare).
Education:
- Bachelor's degree in CS, IT, or related field (or equivalent experience).
