Description

Design and implement Genesys Cloud contact centre solutions, owning the full lifecycle from architecture to deployment.

This role is on-site.

Responsibilities

• Design and optimise complex call flows for inbound and in-queue interactions.
• Configure core platform components including queues, skills, wrap-up codes, voicemail groups, and secure call flows.
• Build and maintain Data Actions, Data Tables, Triggers, Scripts, and Prompts.
• Manage project tracking and ITSM processes using Azure DevOps and ServiceNow.
• Handle enhancements, troubleshooting, and on-call support for contact centre stability.

Required Skills

• 5+ years of experience with Genesys Cloud, specifically in architecting call flows and secure workflows.
• Strong proficiency in Azure DevOps for CI/CD pipelines, user stories, and tracking.
• Experience with ServiceNow ITSM, including Incident and Change Management and CAB processes.
• Ability to build reusable modules and manage scheduling and emergency groups.
• Bachelor’s degree in any discipline.

Preferred Skills

• Genesys Cloud CX Certification.
• Proven stakeholder communication and advanced problem-solving skills.

Key Skills

Education

Any Gradute