Description

You will lead the migration of contact center solutions from KAANA to Genesys Cloud and Genesys Engage.

Responsibilities

• Lead the migration of existing CRM and contact center solutions from KAANA to Genesys Cloud/Engage.
• Analyze KAANA configurations, workflows, and APIs to design equivalent functionality in Genesys.
• Develop and configure Genesys interaction flows, routing strategies, IVR, and digital channels.
• Integrate Genesys with CRM, databases, and third-party applications using REST APIs and web services.
• Collaborate with stakeholders to translate requirements into technical solutions and provide production support.

Required Skills

• 10+ years of experience developing and implementing Genesys solutions.
• Extensive experience with KAANA/Verint CRM platforms and workflow customization.
• Proven track record of managing KAANA to Genesys migration projects.
• Proficiency in Genesys Designer, Composer, Architect, Interaction Routing, and Pulse/CCPulse reporting.
• Strong experience with REST APIs, web services, JSON, and XML.
• Deep understanding of contact center operations, IVR design, and omnichannel engagement.
• Bachelor's degree in Computer Science, Engineering, or equivalent work experience.

Preferred Skills

• Genesys Certifications (GCP, GDE, or similar).
• Experience with Verint WFO/WFM tools, Agile/Scrum, and CI/CD pipelines.
• Knowledge of AWS, Azure, or GCP cloud platforms.

Key Skills

Education

Bachelor's degree