Principal Genesys Cloud CX Consultant - Remote

Overview

We are seeking an experienced Principal Genesys Cloud CX Consultant who will be responsible for designing, implementing, and supporting Genesys Cloud CX solutions for our clients.

In Short

• Design, implement, and support Genesys Cloud CX solutions to meet client requirements.
• Proficiency in Architect flows, IVR scripting, call routing (DTMF/speech), and SIP/VoIP fundamentals.
• Conduct discovery sessions and create technical documentation for Genesys Cloud-related projects.
• Customize and integrate IVRs and data sources within the Genesys Cloud platform.
• Drive migrations from legacy environments to Genesys Cloud.
• Configure and manage queues and skills in Genesys Cloud.
• Provide technical expertise and support for Genesys Cloud implementations and integrations.
• Troubleshoot and resolve issues related to Genesys Cloud configurations and integrations.
• Collaborate with clients to gather requirements and design solutions that meet their needs.
• Deliver knowledge transfer sessions to clients and colleagues to enhance understanding of Genesys technologies.

Requirements

• 5+ years of experience with Genesys Cloud CX, including WEM/WFM and digital channels.
• Strong expertise in Genesys Cloud CX, including hands-on experience with Amazon Web Services (AWS).
• Skilled in leveraging APIs for application development, including integration of high-level APIs into enterprise systems.
• Ability to work closely with stakeholders to gather requirements and design solutions.
• Experience with technical documentation creation and writing.
• Fluent English written and spoken level.
• Bachelor's degree in Telecommunication, Computer Engineering, Computer Science, or a related technical discipline.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently covering client-facing expert role.

Benefits

• The chance to make an impact by collaborating on significant projects.
• A work from anywhere culture offering flexibility in remote work.
• Thrive in an inclusive and supportive multicultural environment.
• Professional development opportunities including certification programs.
• Join a company that prioritizes sustainability in its practices.