Summary
Responsibilities
About the Role
You'll diagnose what a client's call center actually needs, then build the system that delivers it.
As a full-time Sr. Consultant on Hummingbird's Service Delivery team, you'll bring consulting rigor to how our managed service clients modernize their contact centers, with a focus on Genesys and CCaaS builds. Most existing setups are outdated, and most clients don't fully know what they need to evolve them. Your job is to figure that out: assessing each client's current state, diagnosing the real need behind their requests, and designing a standardized Genesys model system that fits their specific environment.
Most of your day will be spent translating findings into call flow logic, building it out in Genesys Architect Tools, and validating it through structured testing. You'll own your workstreams end to end, partner with stakeholders to define what success looks like, and help shape the standards Hummingbird uses across every implementation.
What You’ll Do
- Assess each client's current contact center setup through structured discovery, identifying gaps and opportunities to automate or enable self-service.
- Diagnose the real need behind each client request, applying Hummingbird's delivery approach to frame the problem before jumping to a solution.
- Translate assessment findings into clear recommendations, then map that logic and build it out in Genesys Architect Tools.
- Own delivery of your assigned build workstream: sequencing the work, tracking progress, and surfacing risks early.
- Design and execute UAT plans, using structured testing to validate the build meets client requirements before go live.
- Troubleshoot configuration issues to root cause, and support the client through the change as the new system rolls out.
- Partner with stakeholders to define what success looks like for each build, then track performance using reporting and dashboards.
- Contribute to shaping Hummingbird's standardized CCaaS model, refining it based on what you learn across client engagements.
- Join discovery calls with clients as part of the broader consulting engagement.
- Mentor peers on Genesys configuration approaches, structured discovery, and problem-solving methods.
The Details
- Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship
- Work Location: Remote. You must work from a location within the United States with consistent internet service.
- Work Type: Full-time
- Compensation: Expected range is $108,333 - $140,000. New hires usually start between $108,333 and $130,000, depending on experience and internal equity.
- Benefits: Comprehensive medical, dental, and vision coverage; paid time off; 401(k); parental leave; career development support; and more
- Travel: 2-3 trips per year for client implementation support
What You’ll Bring
- 3-5 years of hands-on Genesys experience, including Architect Tools, call flow design, and reporting logic to surface performance data.
- Experience delivering solutions independently, owning workstreams end to end with minimal oversight.
- Track record designing call flows that automate or enable self-service, supported by adoption or deflection data.
- Strong problem framing skills, with the ability to interpret client requests, diagnose the underlying need, and structure a path to resolution rather than executing the literal ask.
- Background in defining standardization approaches across multiple client or system configurations.
- Experience with UAT design and troubleshooting, including diagnosing root cause in existing configurations.
- Skilled communicator with both technical and non-technical stakeholders, comfortable leading discovery conversations and coordinating across contributors.
Nice to Have
- Experience with Genesys Telephony and CCaaS carrier design, including SIP trunk.
- Experience implementing Genesys Health CX, which integrates with Epic.
- Experience working in an environment that deploys updates via Infrastructure as Code.
What Helps You Shine
- Please note that we use both your resume and your written and oral communication throughout the hiring process to understand your fit for this role.
- Thoughtful, clear responses help us see your attention to detail, your professionalism, and your ability to communicate with care, all skills that are essential for success on our team.
Required & Desired Skills
Please Note: The seniority level of this position may be adjusted during the recruitment process based on candidate skills and experience.
A Note on Authentic Interviews
We believe the best hiring conversations are real ones. Notes are welcome, and jotting things down during the call is completely fine. What we ask is that you don’t use AI tools or similar assistance to generate your responses in real time. We’re genuinely trying to get to know you: how you think, how you communicate, and what you’ve experienced. That connection matters to us, and it’s hard to find when answers are scripted rather than interactive.
We’re a team that makes healthcare more human. We’d love to meet the person behind your application.
