Description

Core Responsibilities

• Strategic Consulting: Advise on Genesys Cloud CX configuration, integration patterns, and roadmap alignment with business and CX goals. Evaluate vendors, partners, and emerging technologies.
• Solution Design & Integration: Architect and implement integrations with CRM, ticketing, data, and identity systems using APIs, event frameworks, and middleware. Build prototypes and proofs of concept for AI‑powered features, bots, and virtual agents.
• Technical Leadership & Governance: Provide expertise in design reviews, architecture boards, and governance forums. Define standards, reusable patterns, and best‑practice guidelines; mentor engineering and operations teams.
• Issue Resolution & Operational Support: Deliver advanced support for escalated incidents, contribute to resilience and disaster‑recovery strategies, and establish monitoring and performance‑tuning practices.
• Stakeholder Engagement: Translate business requirements into technical solutions, communicate complex concepts in business‑friendly language, and influence cross‑functional decisions without direct authority.

Required Expertise

• 7+ years of multi‑disciplinary IT experience with deep, hands‑on expertise in Genesys Cloud CX (architect, flows, routing, omnichannel, APIs). Proven experience with App Foundry integrations—particularly Google Agent Assist, Google DialogFlow, and Cobrowse.io.
• Strong background in bot/virtual‑agent design, RESTful API integration, and AI/ML services for CX.
• Familiarity with cloud platforms (AWS, Azure, Google Cloud), security/compliance, DevOps/CI‑CD, and scripting (Python/JavaScript).
• Bachelor’s degree required; Master’s preferred.

Key Skills

Education

Bachelor's or Master's degrees