Genesys Cloud (CX) Consultant

We are seeking a Genesys Cloud (CX) Consultant to enhance and support the Genesys Cloud platform, ensuring a stable, secure, and scalable contact center environment. This role involves designing, implementing, and integrating Genesys Cloud solutions, working closely with stakeholders to deliver optimal routing, telephony, and analytics capabilities.

Genesys Cloud CX Consultant - Responsibilities:

• Provide day-to-day platform administration and operational support for Genesys Cloud.
• Monitor platform health and troubleshoot issues across various components.
• Lead incident triage and problem management.
• Design and build integrations using Genesys Cloud APIs and event-driven patterns.
• Support contact center analytics integration and develop middleware solutions.
• Gather requirements, create solution designs, and support end-to-end delivery.
• Produce high-quality documentation and provide knowledge transfer to internal teams.

Do you have experience in Telephone systems?, * Demonstrated hands-on experience supporting Genesys Cloud CX in production environments.

• Strong understanding of ACD, Architect, telephony fundamentals, and reporting/analytics concepts.
• Practical experience with Genesys Cloud APIs and integration patterns.
• Strong scripting/programming capability in languages like Python, JavaScript/Node.js, or C#.
• Understanding of cloud operational practices and exposure to CI/CD tools.
• Strong stakeholder management and excellent documentation discipline.

Genesys Cloud CX Consultant - Nice-to-Have Skills:

• Experience with Genesys Cloud Workforce Engagement Management.
• Experience integrating Genesys Cloud with common enterprise platforms.
• Contact center domain knowledge.
• Familiarity with regulated environments.
• Experience with performance optimization in call flows and routing logic.