Description

Lead the design, implementation, and optimization of contact center solutions using the Genesys CloudCX platform.

Responsibilities

• Translate business requirements into technical designs through stakeholder collaboration.
• Design and implement contact center solutions, including IVR routing strategies and system integrations.
• Configure reporting mechanisms to support operational visibility.
• Provide technical leadership and guidance to project teams throughout the implementation lifecycle.
• Optimize system performance and scalability to meet evolving business needs.

Required Skills

• 5+ years of experience in contact center solution design and implementation.
• Extensive hands-on experience with the Genesys CloudCX platform.
• Proficiency in Interactive Voice Response (IVR) scripting and complex routing strategies.
• Experience with system integration and reporting configuration.
• Proven ability to manage system performance and scalability.
• Strong analytical skills for translating business needs into technical solutions.
• Effective stakeholder management and communication skills.
• Experience working directly with project teams.

Preferred Skills

• Experience leading program and project management within contact center environments.
• Ability to drive optimization initiatives for evolving business needs.

Key Skills

Education

ANY GRADUATE