Genesys Cloud/Genesys

Lead end-to-end contact center solution design using Amazon Connect from strategy through implementation Partner with business stakeholders to define CX vision, roadmap, and operating model aligned with AWS-native capabilities Translate business requirements into scalable, cloud-native architectures leveraging Amazon Connect and AWS services Act as SME for Amazon Connect (primary) and Genesys Cloud/Engage or NICE (secondary) platforms Design omnichannel solutions covering voice, chat, messaging, email, social, and AI-powered bots Architect integrations with enterprise systems (CRM, WEM, analytics, APIs) using AWS services (Lambda, API Gateway, etc.) Conduct workshops, discovery sessions, and solution presentations with business and technical stakeholders Support and guide development, configuration, and deployment teams across Amazon Connect and Genesys environments Ensure adherence to AWS Well-Architected principles, security, compliance, and best practices Drive continuous improvement, automation, and optimization of contact center solutions leveraging AI and analytics

Strong understanding of customer journeys and contact center operations Ability to align Amazon Connect capabilities with business outcomes and KPIs Expertise in CX strategy, digital engagement models, and cloud transformation initiatives Experience 12+ years of experience in contact center technologies and CX solutions Proven track record in solution architecture and end-to-end CCaaS delivery, especially with Amazon Connect

Hands-on expertise with: Amazon Connect (mandatory) Genesys Cloud CX or Genesys Engage (preferred for migration/coexistence scenarios) Experience working in AWS cloud environment (strongly preferred); Azure/Google Cloud Platform knowledge is a plus Strong background in enterprise integrations and API-based architectures Experience leading CCaaS transformation or migration programs, particularly to Amazon Connect Exposure to AI, automation, and conversational technologies (Amazon Lex, chatbots, voice bots) Experience working with cross-functional teams and senior stakeholders Technical Skills Deep knowledge of Amazon Connect architecture, contact flows, routing strategies, and queue management Experience with IVR, ACD, WEM, analytics, and reporting tools across Amazon Connect and Genesys Strong understanding of AWS services (Lambda, Lex, API Gateway, Kinesis, S3, DynamoDB) Expertise in API integration, microservices, and cloud-native design patterns Familiarity with security, compliance (PCI, HIPAA), and performance optimization Knowledge of AI-driven CX solutions (chatbots, voice bots, Contact Lens, sentiment analysis)