Key Responsibilities • Design, configure, and implement solutions using Genesys Cloud CX, including routing, IVR flows, queues, user and role management, integrations, and analytics. • Lead and manage end-to-end migration projects from legacy platforms (such as Avaya, Cisco, Genesys Engage, Amazon Connect) to Genesys Cloud CX. • Analyze current contact center architecture, IVRs, routing strategies, and integrations to develop migration plans and target architectures. • Develop and maintain Architect flows for calls, chat, email, bots, as well as workforce and quality management setups. • Integrate Genesys Cloud CX with CRM systems (Salesforce, ServiceNow, Dynamics365) and other platforms via APIs or web services. • Conduct performance testing, user acceptance testing, troubleshooting, and provide production support during and after migrations. • Work with business stakeholders to define requirements and ensure successful deployments. • Offer documentation, technical support, and knowledge sharing to operations teams. • Optimize call flows, routing logic, analytics dashboards, and reporting to enhance customer experience and efficiency. • Collaborate with telephony teams to configure SIP trunks, BYOC cloud or on-premises, SBCs, carrier mappings, and voice infrastructure. • Stay informed on the latest CCaaS trends, new features in Genesys Cloud CX, and industry best practices. Required Experience and Skills • At least 3+ years of experience working with Genesys Cloud CX. • In-depth knowledge of Architect, Routing, outbound and digital channels, workforce management, quality management, and API integrations. • Demonstrated experience with contact center migration projects from design through to deployment. • Experience with API integrations, OAuth, event notifications, and data actions. • Strong understanding of telephony concepts, including SIP, SBCs, trunking, codecs, and call flows. • Ability to work effectively in fast-paced migration projects with cross-functional teams. • Scripting experience (JavaScript or Python) is a plus. • Genesys Cloud CX certifications: Professional, Developer, Architect. • Experience migrating between multiple CCaaS platforms. • Familiarity with cloud platforms such as Microsoft Azure, AWS or Google Cloud. • Knowledge of Agile/Scrum methodologies and practices.
